Desktop Support Engineer

Cabot Corporation is seeking a highly motivated and technically adept Desktop Support Engineer to join our Digital Service Delivery Management team. As a key member of our team, you will be responsible for providing second-level IT technical support for desktops and IT equipment at our facility or remotely.

• Technical Support: Provide timely and effective technical support to users, ensuring smooth and efficient resolution of issues.
• Problem Solving: Diagnose and troubleshoot complex technical issues, applying root cause analysis techniques to identify and resolve problems.
• Hardware and Software Support: Configure, troubleshoot, and repair desktop hardware and software, including operating systems, applications, and peripherals.
• Inventory Management: Maintain accurate inventory records of computer equipment, including tracking physical returns and updating the Configuration Management Database (CMDB).
• Knowledge Base Development: Assist in creating knowledge base articles to support less experienced teams and improve overall technical support capabilities.
• Communication: Communicate effectively with users, vendors, and internal stakeholders to resolve technical issues and provide support.
• Collaboration: Work collaboratively with the North & South America Service Delivery Manager and Facility Operations Manager to ensure seamless support and service delivery.

• Experience: 5+ years of 2nd-level desktop support experience required.
• Education: High School Graduation is required.
• Certifications: Technical certifications such as A+ certification, hardware/OEM warranty certifications, and Microsoft certifications are preferred.
• Language Skills: English language proficiency (reading, writing, and listening) is required, with local language skills based on work location.

• Troubleshooting and Diagnosis: Strong troubleshooting and diagnosis skills, with ability to use root cause analysis techniques.
• ITIL Processes: Knowledge of ITIL processes and ticketing and monitoring tools (preferably ServiceNow or similar tool).
• Interpersonal and Customer Service Skills: Excellent interpersonal and customer service skills, with ability to maintain positive relationships and work collaboratively with others.
• Desktop Operations and Support: Strong knowledge of desktop operations and support, including installation, configuration, administration, and maintenance of desktops, computers, and peripherals.
• Operating Systems: Experience with operating systems, including Windows 7 to 8.1 and Windows 10, Windows 11 (preferably), and OS installation with experience on PXE Boot.
• SCCM: Knowledge of SCCM, including operating system deployments, application and security patch deployment, and troubleshooting.
• Office Suites: Experience with Microsoft Office Suite, including Office, Word, Access, Excel, and PowerPoint, and Office 365.