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Desktop Support Engineer Bristol PA

Damcosoft INC
Bristol, Connecticut, 06010, United States
November 08, 2016

Job Title : Desk Side- L2 level Engineer

Job Location : Bristol PA 19007

Duration : Full Time

Interview mode : Telephonic and skype

JOB Description:

• Adhering to SLAs

• ITIL Processes awareness and adhering to

• Reporting to the Track Lead / Team Lead

• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

• Troubleshooting technical issues

• Ensuring that the processes are adhered to

• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

• Improves and maintains customer and employee satisfaction

• Performing asset inventory activities as needed

• Create documentation for process and procedures

• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

• Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

• Strong Microsoft Operating System installation(Win XP/Win 7Win 8.1/MAC) and troubleshooting skills

• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices

• Strong experience in troubleshooting MS office (Outlook, Word, Excel, Powerpoint etc)

• Strong desktop support knowledge including hardware, software, and networking concepts

• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

• Good knowledge of MAC OS, IPAD and Android devices

• Knowledge in windows Image build process and SCCM deployments.

• Basic understanding of Audio/Video equipment and conference room setup

• User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations

• Troubleshoot and assist end users with mobile device setup, activations and performance issues.

• Handheld – Blackberry, Android & IOS support knowledge

• Strong Customer service skills

• Strong written and verbal communication skills