Desktop Support Engineer

Key Duties and Responsibilities

• Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment’s.
• To support/trouble shooting the local servers and network devices with the help of 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, Wi-Fi 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’s 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, Wi-Fi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions
• Trouble shooting & co-ordination 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
• Supporting onboarding 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 handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts 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’ 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 preferred.
• Hands on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
• Troubleshooting /Problem resolution, Incident Management & Customer Service skills
• Teamwork & flexibility to work overtime as needed