Onsite Engineer – Team Lead

• Diploma or Bachelor holder in Computer Science/Information Technology.
• 6-8 years of relevant experience in Desktop Support.
• IT knowledge in Windows 8, Windows 10, Windows 11, and basic network setup troubleshooting.
• Experience managing teams and their performance.
• Hardware knowledge including PC, laptop, printer/copier/scanner, projector, tele-conference, and mobile phones.
• Hardworking with positive work attitude and passion to excel in IT industry.
• Good customer service mindset.
• Ability to motivate and guide team.
• Ability to help junior resources with technical issue resolutions.
• Experience with process improvement initiatives.
• Must work from client premises.
• Intermediate knowledge in IT Infrastructure (Network topologies, VPN, Server) sufficient to isolate end user problems.
• Customer focus with good customer service, interpersonal, and telephony skills.
• Process oriented.
• Knowledge management activities.
• Ability to perform in fast moving and demanding environment.
• Ability to multitask.
• Team player who is self-motivated, self-disciplined, and shows initiative.
• Reporting skills.

• Diagnose and resolve software and equipment incidents, including operating systems (Windows and Mac) and software applications.
• Maintain a first class level of customer service ensuring timely, efficient, and professional problem resolution.
• Install, upgrade, patch, support, and troubleshoot Macintosh and Windows Operating Systems and applications such as Microsoft Office and Adobe.
• Perform smart hands and eyes for Infrastructure.
• Provide break-fix support for laptops, desktops, tablets, and associated hardware peripherals.
• Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
• Manage desktop lifecycle programs including asset management from delivery through end of life, builds, application installations, user migration, and hardware installations.
• Coordinate with vendors for external support and repair.
• Actively monitor ticket queue and assigned tickets ensuring accurate logging, categorization, prioritization, diagnosis, routing, escalation, and data integrity.
• Meet established Service Level Agreements (SLAs) guidelines.
• Provide IMAC support including large scale/bulk office moves and re-stack activities.
• Support Operating System, software, MS Office suite, and other business applications.
• Manage ticket queue in ticketing tools ensuring resolution and closure within defined service levels.
• Respond to end-user requests for ticket status updates and follow up promptly.
• Coordinate with vendors for end-user support such as hardware vendor technicians for warranty repair/replacement.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Manage asset control and stock of IT hardware and assets.
• Provide accurate and timely documentation in IT Service Management Tool.
• Participate in hardware and software rollout projects including Windows migration, office moves, and new equipment.
• Reporting to senior management internally and externally.

Recruitment fraud warning: DXC Technology does not make offers of employment via social media networks and never asks for money or payments from applicants or to purchase IT or other equipment on their behalf.