Desktop Support Engineer | CISCO

1. Provide deskside support to end-users, including troubleshooting hardware and software issues, installing, configuring, and maintaining desktops, laptops, peripherals, and other IT equipment.
2. Respond promptly to service requests, incidents, and inquiries from end-users via phone, email, or in-person, and ensure timely resolution within established SLAs.
3. Diagnose and resolve technical issues related to operating systems, applications, network connectivity, and hardware problems.
4. Collaborate with other IT teams and vendors to escalate and resolve complex technical issues that cannot be resolved at the deskside level.
5. Document all support activities, solutions, and troubleshooting steps in the ticketing system, and ensure accurate and detailed records are maintained.
6. Provide training and guidance to end-users on the proper use of IT equipment, software applications, and best practices to enhance productivity and efficiency.
7. Assist in the setup, configuration, and deployment of new hardware and software systems, including system imaging and software installations.
8. Maintain inventory of IT assets, including desktops, laptops, peripherals, and software licenses, and ensure compliance with company policies and procedures.
9. Stay updated on emerging technologies, industry trends, and best practices in deskside support, and recommend improvements to enhance service delivery and customer satisfaction.
10. Adhere to ITIL framework and best practices for incident, problem, and change management processes.
     

• Bachelor's degree required.
• Minimum 2-3 years of experience in deskside support or IT technical support role.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office Suite, and desktop/laptop hardware.
• Experience with Active Directory, Exchange, and networking concepts (TCP/IP, DNS, DHCP).
• Excellent communication and interpersonal skills, with the ability to interact professionally with end-users at all levels.
• Strong problem-solving and troubleshooting skills, with attention to detail and the ability to prioritize tasks effectively.
• 7. ITIL Foundation, CompTIA A+ certification is a plus.
• 8. Fluent in both English and Japanese languages (written and verbal).

If you are a self-motivated team player with a passion for providing excellent customer service and
technical support, we encourage you to apply for this exciting opportunity at Cisco.