Desktop Support Engineer

Job Description:

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.

Job Scope: IT Asset Management & Operations

IT Asset Management (ITAM)

Responsible for the end-to-end lifecycle management of hardware, including laptops, monitors, and peripherals/accessories.

• Troubleshooting: Diagnose and resolve hardware-related issues.
• Request & Deployment: Manage the fulfillment process for new hardware requests.
• Maintenance: Facilitate the repair and exchange process for faulty units.
• Lifecycle Logistics: Coordinate the replacement of aging assets and manage the return process for offboarding or upgrades.
• Loaner Program: Administer the temporary loan process for devices and ensure timely returns.

Device Imaging & Software Support

• OS Deployment: Perform imaging of laptops using the standardized company image.
• MacOS Troubleshooting: Diagnose and resolve macOS-specific issues, including but not limited to:
  • Boot & Recovery: Recovery Mode, Safe Boot, and startup disk issues.
  • System Administration: User account management, permissions, and Disk Utility operations.
  • Security & Encryption: FileVault encryption, Keychain management, and certificate-related issues.
  • Enterprise Enrollment: MDM/JAMF enrollment, configuration profiles, and compliance policies.
  • OS Updates: macOS upgrade and patch deployment.
  • Application Issues: Compatibility, crashes, and enterprise software behavior on macOS.
  • Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on macOS.
• Windows Troubleshooting: Diagnose and resolve Windows-specific issues, including but not limited to:
  • Boot & Recovery: Safe Mode, Windows Recovery Environment (WinRE), and startup repair.
  • System Administration: User account management, Group Policy, and disk management operations.
  • Security & Encryption: BitLocker encryption, Windows Defender, and certificate-related issues.
  • Enterprise Enrollment: MDM/Intune enrollment, domain join, and compliance policies.
  • OS Updates: Windows feature updates, patch deployment, and update troubleshooting.
  • Application Issues: Compatibility, crashes, and enterprise software behavior on Windows.
  • Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on Windows.
• Enterprise Software: Provide specialized support for core communication and security tools: Sealsuite, Lark, and Zscaler.
• General Support: Handle basic software activations and general application troubleshooting.

AV Operations & Event Support

• AHA Events & Conference Rooms: Execute setup for meeting spaces, including microphones, projectors, and screens.
• Meeting Room Technical Support: Provide break/fix support and real-time troubleshooting for meeting room hardware.
• Platform Management: Manage the switching and configuration of conferencing platforms (Lark & Zoom).

Service Desk & Administrative Excellence

• Ticket Management: Monitor, update, and resolve incidents/requests within the Glata Ticketing System.
• Hardware Repair Ticketing: Log and track repair tickets for laptop hardware issues within the Glata Ticketing System, including:
  • Issue Documentation: Accurately record symptoms, error codes, and diagnostic findings.
  • Repair Coordination: Liaise with vendors and authorized service providers for warranty and out-of-warranty repairs.
  • Status Tracking: Monitor repair progress, provide updates to end-users, and ensure timely resolution.
  • Closure Validation: Verify repairs upon return, confirm device functionality, and close tickets with proper documentation.
• Customer Service: Maintain high standards of IT Service Desk Counter Etiquette when interacting with end-users.
• On-Site Support: Act as "Smart Hands" for physical technical tasks.
• Inventory Control: Conduct regular inventory stock takes to ensure asset accuracy.
• Facilities: Maintain strong familiarity with office layout to provide efficient on-site support.

Server Room & Network Operations

• Server Room Management: Maintain and monitor the on-premises server room environment, including:
  • Physical Infrastructure: Rack and stack servers and networking equipment, and manage cabling.
  • Environmental Monitoring: Oversee temperature, humidity, and power (UPS) conditions to ensure an optimal operating environment.
  • Access Control: Maintain server room security and access logs.
  • Cable Management: Ensure organized and documented cabling for power and network connections.
• Network Troubleshooting (L1): Perform first-level network connectivity diagnostics and resolution, including:
  • Physical Connectivity: Verify cable connections, inspect for damaged cables, and confirm link lights.
  • Basic Connectivity Checks: Use ping and ipconfig/ifconfig to verify IP assignment and reachability.
  • Wi-Fi Troubleshooting: Assist users with connecting, disconnecting, forgetting networks, and reconnecting procedures.
  • VPN Basics: Guide users through VPN connection and disconnection, and verify tunnel status.
  • DNS & DHCP Basics: Flush DNS cache, release and renew IP addresses, and verify DNS resolution.
  • Switch Port Verification: Check port link lights and confirm port status on managed switches.
  • Escalation: Identify issues beyond L1 scope and escalate to L2/L3 network engineering with documented findings.

Other Duties

• Ad hoc task handling including urgent/emergency response, VIP escalations, last-minute deployments, vendor coordination, documentation updates, and vendor escort.
• Willingness to work overtime as needed for after-hours support, maintenance windows, system migrations, event setups, and project rollouts.
• Cross-functional collaboration, IT project participation, policy compliance, continuous improvement, knowledge sharing, and other duties as assigned.

Qualifications:

• Diploma or Degree in IT / IS discipline or equivalent
• Professional fluency in Mandarin Chinese and English is required
• At least two years’ experience in end user support
• Very good support knowledge in Microsoft Operation System
• Very good support knowledge in MS Windows OS and Office suite of product
• Basic knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problems.
• Customer focus, with exceptionally good customer service, inter-personal and telephony skills sets.
• Process oriented
• Able to perform in fast moving and demanding environment
• Able to multitask
• Team player who is self-motivated, self-disciplined and initiative

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .