· Address user tickets regarding hardware, software and networking
· Install, upgrade, support and troubleshoot XP, Windows 7, windows 10 , Microsoft office products and any other authorized desktop applications
· Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
· Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
· Walk customers through installing applications and computer peripherals
· Ask targeted questions to diagnose problems
· Guide users with simple, step-by-step instructions
· Conduct remote troubleshooting
· Test alternative pathways until the resolution of an issue
· Customize desktop applications to meet user needs
· Record technical issues and solutions.
· Direct unresolved issues to the next level of support personnel
· Follow up with clients to ensure their systems are functional
· Report customer feedback and potential product requests
· Help create technical documentation and manuals
· Supervising the administration of systems related network to ensure availability of services to authorized users.
Requirements
· Proven work experience as a Desktop Support Engineer, Technical support Engineer or similar role
· Hands-on experience with Windows environments.
· Working knowledge of office automation products and computer peripherals, like printers and scanners
· Knowledge of network security practices and anti-virus programs
· Ability to perform r