Desktop Support Engineer

Excellent proven skills in service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments.

• To support/troubleshooting 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 equipments 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 on IT Support / IT Operations & End to end IT Service Delivery, Shift Management