Desktop 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 equipments.

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, 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 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

Full time