Objective of the Deskside Support Engineer role
Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in an organisation.
Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation.
May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.
Key responsibilities
Provide end-user technical desk-side support (installation, configuration, problem identification and resolution) for Microsoft products and a range of business applications.
To diagnose and resolve hardware related issues on Desktops and Laptops.
Manage and update assigned service calls via a Service Desk Software solution.
Assist with audio-visual and technical requirements for meetings and presentations
Assist with Change and Release management activities (application testing, software delivery)
Maintain a shared knowledge base and engage in formal and informal knowledge transfer
Assist with the investigation of new technology, hardware and software.
Adhere to company processes and procedures including relevant documentation
Diagnose and resolve hardware related issues on Desktops and Laptops
Minimum requirements
IT qualification / background (A+, N+, MCP)
4 -6 years' experience in an IT user support role within a professional services environment
Must have working knowledge of Desktop / laptop hardware, multifunction printers, networking
Must be able to work afterhours when required (on a shift basis)
Knowledge of and experience in supporting Information sources and trading systems highly advantageous.
A comprehensive knowledge of IT infrastructure technology including LAN, WAN, hardware, networks (data & voice), operating systems, remote connectivity, platforms and configurations.
Experience of device support (including mobile devices).
Extensive experience working as a technical team member within a busy and complex IT organisation
Knowledge of and experience in supporting information sources and trading systems highly advantageous
Technical
Computer Installation and Repairs
Knowledge of computer hardware and devices, the ability to install and maintain them including capacity, configuration, optimization and performance.
Reporting and Administration
Conduct efficient reporting and administration. The ability to access information from databases and prepare reports.
Services Knowledge
Knowledge of the products and services required to operate the business, as well as how a particular function, product and / or service relates to that industry.
Technologies
Knowledgeable of the different types of technologies that can be utilised to support business requirements.
Problem Tracking Tool
Application and use of monitoring tools to ensure the resolution of logged problems.
Behavioural - Dependent Contributor
Communicated Effectively
Keeps others informed.
Listens attentively to others' insights, advice, and instruction.
Responds openly to others.
Speaks with an appropriate amount of detail.
Decision Quality
Seeks advice when unsure about choosing a course of action.
Makes good routine decisions with coaching from others.
Tests ideas with others before acting in new or unfamiliar situations.
Uses rules and procedures to guide decisions and actions.
Action Orientated
Displays a can-do attitude and enthusiasm.
Confirms what needs to be done and then does it.
Begins work early enough to meet deadlines.
Takes action without relying on unnecessary oversight.
Optimises work processes
Adheres to defined and communicated standards, methods, and procedures.
Informs others about process problems.
Seeks ways to work better within the processes.
Suggests process and practice improvement ideas for own work area
Core competencies - Dependent Contributor
Cultivates innovation
Shares new and useful ideas.
Seeks exposure to new ways of looking at things.
Learns and applies innovative methods, tools, and technology.
Welcomes input from others to develop and implement creative ideas.
Collaborates
Makes productive contributions to the group.
Solicits input from others.
Acknowledges others' efforts, advice, and contributions.
Volunteers to help others when needed.
Flexible and adaptive
Remains calm and objective in emotional or stressful situations.
Recovers quickly from problems and setbac 
