Job Summary
Job Title: Desk Side Engineer (Full-Time Employee) Job Summary: The Desk Side Engineer assists customers, end users, and operating staff with technical support for desktop computers, applications, and related technology. This role requires interaction with multiple levels of end users, managers, VIPs, and local technical staff. Key Responsibilities: Technical Support: Provide technical support for desktop/laptop/workstation, basic connectivity (wired and wireless), PDAs, BlackBerrys, and printers. Software Troubleshooting: Diagnose and resolve software issues, including installation, configuration, reconfiguration, or reinstallation of software. System Imaging: Reimage computers/hard drives in accordance with customer standards. IMACD Functions: Perform installation, move, add, change, and decommission (IMACD) functions. Backup and Restore: Backup and restore settings and perform associated systems administration activities. Issue Resolution: Take ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents. Ticket Management: Categorize and prioritize end user support requests using a Remedy ticketing system. Equipment Handling: Move equipment associated with escalated help desk incidents and service requests. Asset Inventory: Perform asset inventory activities as needed. Training: Train and orient staff on the use of hardware and software. System Upgrades: Recommend and/or perform system upgrades to ensure longevity. Other Duties: Perform other duties as assigned. Desired Experience: Certifications: Preferred Dell/HP Certified Technician for ordering parts through OEM and parts replacement. Microsoft Skills: Strong skills in Microsoft Office (Outlook, Word, Excel) and Microsoft operating system installation and troubleshooting. Experience: Minimum of 4 years of experience in hardware, software, and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment, with an emphasis on Apple/Mac support. Casper Support: Experience supporting Casper for deployments and software management. Virtual Desktops: Experience supporting virtual desktops. SCCM Troubleshooting: Experience in SCCM level 1 troubleshooting. Break/Fix Skills: Strong break/fix skills for desktops, workstations, notebooks, and printers. IT Services: Broad experience in IT-related services with a basic understanding of networks, Intel servers, and telecoms. Customer Service: Strong customer service skills and the ability to provide consistent, excellent support to staff at various management levels. Communication Skills: Strong written and verbal communication skills. Detail-Oriented: Must be detail-oriented and self-motivated. Security Check: Ability to successfully pass a background security check. Remote Support: Experience including remote control of PCs and video conferencing knowledge. Tape Media Handling: Handling of tape media and basic backup loading techniques.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.
Skill Requirements
Desk Side Support