Desktop Support Engineer

Desktop Support Engineer

The Deskside Support Engineer provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.

Key Duties and Responsibilities

• Excellent proven skills in service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
• To support/troubleshoot the local servers and network devices with the help of the Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling.
• Hands-on experience on End-user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipment etc.
• Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to effectively capture & recommend inputs to help make decisions on process exceptions
• Troubleshooting & coordination for high impact/severity 1/2 issues & communicating real-time updates to the BRC team.
• Hands-on experience in IT Support / IT Operations & End to end IT Service Delivery, Shift Management
• Supporting onboarding of New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing/coordinating checkouts on the floor.
• Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
• Hands-on the handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artefacts as defined in the process.
• Installation of PGP encryption software on all the desktop/laptops to ensure compliance.
• Achieving and Maintaining high IT VOC scores from operation teams.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.
• Excellent Team Management, Team Motivation & Development skills

Qualifications and Experience Required

• 2+ years of experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent 
• Bachelor’s degree/diploma in Computer Science required. 
• MCSE or similar certifications are preferred.
• Hands on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
• Troubleshooting /Problem resolution, Incident Management & Customer Service skills
• Team Work & flexibility to work overtime as needed