Deskside Support Specialist - Cebu

Role Overview

The Desk Side Support (DSS) Engineer is responsible for providing high-quality L2/L3 onsite and remote technical support to end users across desktops, laptops, peripherals, operating systems, and enterprise applications. The role ensures minimal business disruption, adherence to SLA/KPIs, and consistent improvement of end-user experience through proactive support, incident ownership, and close coordination with Service Desk, Infrastructure, and Security teams.

Deskside Support Services (DSS)

• DSS resources will have the language skills required for the country/site where they are based or dispatched.
• DSS resources will use the Knowledge Management System (KMS) and follow standard IT troubleshooting guidance and instructions provided by Dover IT for in-scope services.
• DSS includes hands-and-feet activities and remote support (as escalated/assigned by Service Desk), including:
• Service requests
• Incident handling
• Dispatch and monitoring of Break/Fix repairs
• Site documentation related to EUC devices
• Technical orientation/training for new employees on existing systems and software
• Leverage Dover-provided channels to dispose/cascade equipment and software no longer required, and adhere to Dover's standard hardware disposal process.

Service objective (high-level)

• Ensure high customer satisfaction by providing professional, user-friendly services aligned to local needs (language, culture, expectations).
• Provide continuous service improvement and innovation to keep services fit-for-purpose and relevant over the duration of the Agreement.
• Provide remote and field services to authorized users as needed (incidents, service requests, information requests) and per service levels.
• Perform approved Install, Moves, Adds, Changes, Deletes (IMAC) services and break-fix repairs for end-user hardware.
• Deploy, manage, and refresh in-scope hardware as agreed with Dover.
• Manage warranty and non-warranty hardware.
• Image joiner/leaver laptops using the image provided to deskside support technicians.
• Comply with Dover hardware asset management processes.

Key Responsibilities

1. End User Technical Support

Provide onsite and remote support for desktops, laptops, printers, scanners, mobile devices, and peripherals.

Diagnose, troubleshoot, and resolve hardware, software, OS, and application issues within defined SLAs.

Ownership of incidents, service requests, and tasks until closure with proper communication to users.

Support Windows OS environments (Windows 10/11) and limited Mac OS support where applicable.

Handle VIP/Executive support with priority handling and professional communication.

2. Incident, Request & Change Management

Log, update, and manage tickets using ITSM tools such as ServiceNow, Remedy, HP Service Manager, etc.

Participate in incident resolution, major incident support, and root cause analysis (RCA) activities.

Support change and rollout activities (OS upgrades, antivirus upgrades, patching, device refresh, Intune deployment).

Coordinate desktop-related changes to avoid deployment conflicts and ensure seamless user experience.

Participate in projects involving enterprise-wide desktop transformations (e.g., hardware refresh, security tool rollouts).

3. Device Lifecycle Management

Perform new device setup, imaging, asset tagging, and handover for new joiners.

Support IMACD activities (Install, Move, Add, Change, Dispose).

Handle device refresh, decommissioning, return-to-vendor, and secure data wipe activities.

Ensure asset details are correctly updated in CMDB and asset management systems.

4. Access & Identity Support

Support Active Directory functions such as user account setup, password resets, group membership, and GPO-related issues.

Assist users with VPN connectivity, MFA issues, network access, and remote access tools.

Coordinate with IAM, Security, and Network teams for access-related escalations.

5. Tools, Applications & Collaboration Support

Support enterprise applications including:

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Browsers (Edge, Chrome, Firefox)

PDF tools, compression tools, and standard desktop utilities

Troubleshoot issues related to:

Remote support tools (TeamViewer, Bomgar, SCCM, Intune, Quick Assist)

Collaboration tools and meeting room devices

Provide basic support for mobile devices and accessories (as applicable).

6. Documentation & Reporting

Maintain accurate ticket updates, resolution notes, and knowledge articles.

Create and update Standard Operating Procedures (SOPs) and work instructions.

Provide inputs for daily/weekly/monthly reports such as MTTR, ticket aging, backlog, and repeat incidents.

Support audits by providing evidence and documentation when required.

7. Customer Experience & Continuous Improvement

Ensure high CSAT/End User Experience scores through proactive communication and quality resolution.

Identify repetitive issues and suggest automation or process improvements.

Adhere to ITIL best practices, compliance requirements, and security policies.

Act as a floor-support partner for business users and coordinate closely with Service Desk and resolver teams.

Required Technical Skills

• Operating Systems:
• Windows 10 / 11
• Basic knowledge of Windows Server environments (2012/2016/2019)
• Active Directory & User Management
• ITSM Tools: ServiceNow
• Endpoint Management:
• SCCM / Intune / Autopilot (preferred)
• Remote Support Tools:
• TeamViewer, Bomgar, Quick Assist, native Windows tools
• Hardware:
• Desktops, laptops, docking stations, printers, peripherals
• Networking Basics:
• LAN, VPN, Wi-Fi, TCP/IP fundamentals
• Microsoft Office & M365 suite
• VPN and remote dial-in users
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc