Desktop Support Specialist

Deskside Support Engineer

Position Overview

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 3-5 Years’ experience in Windows Desktop support and Infrastructure support.

Candidate Required Minimum Qualifications and Skills:

• Bachelor’s degree or equivalent in Computer Science or related field.

• CompTIA A+, Microsoft Certified Professional (MCP) or better.

• Minimum of 3 -5 years of relevant IT experience.

• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Thin clients , VDI /Virtual client, Citrix client Enterprise anti-virus solutions, Helpdesk ticketing systems.

• Basic understanding of Network devices like switches, Routers, Firewalls and other managed/un-managed Network devices like wireless APs, Wireless Controller, servers, Multiplexers etc.

• Resource should be an English speaker and be well versed with local language.

• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.

• Proven analytical, troubleshooting, and problem-solving skills.

• Understands ITSM tools, And having goods hands on in Service Now

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.

• Work with vendors to remediate complex AV issues as needed.

• Provide timely communication on issue status and resolution.

• Maintain ticket updates for all reported incidents.

• Install, upgrade, support and troubleshoot Windows 10,11 and Microsoft Office 365, Cisco Jabber, another authorized desktop application.

• Should have basic knowledge of Mac operating system, to support Apple pc users.

• Install, upgrade, support and troubleshoot for printers, computer hardware.

• Performs general preventative maintenance tasks on computers, laptops, printers.

• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.

• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

• Manage Procurement and own for all new in-scope hardware i.e., desktop/laptop, etc.

• Deploy and manage in-scope hardware and software.

• Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis)

• Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.

• Manage and maintain inventory of in-scope hardware, include asset tagging and recording.

• Provide technical support for all hardware/equipment of the remote site computing infrastructure.

• Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies

• Coordinate with the Service Desk and all other necessary Suppliers, third-party and Allianz support organizations to manage all on-site technical support requests to resolution and closure.

• Coordinate support, maintenance, and warranty activities with relevant third parties for in-scope services.

• Coordinate with end-user or other site staff to schedule on-site technical support visit in response to an incident or IT service request including security remediation services.