Desktop Support Engineer

Role and Responsibilities

• Service now incident management, request management experience is required.
• Provide Hardware break fix services for laptop, desktop, printers and scanners
• Provide hardware upgrade services for laptop, desktop, printers and scanners
• Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services
• Provide L3 desktop support, Provide L2 LAN support (LAN admin support with touch services)
• Technical support for Voice and Video conferencing
• Co-ordination with vendor, Co-ordinate with offshore and onsite tech support team
• Identify and Share/ recommend new products (H/W & S/W) for evaluation
• Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network
• Provide assistance for antivirus management
• Trouble ticket maintenance and Maintain file and print servers (Location specific)
• Conduct user awareness sessions / trainings to end users on new technologies
• Publish local maintenance details, Assist for virus outbreak management / events (Offshore- Remote support)
• Site Inventory management and maintenance
• Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports
• Attend regular trainings and learn new technologies as required and conducted by the employer
• Escalate the issues to management or next level as needed, Provide support for asset disposal services
• Generate and provide weekly, monthly activity and other reports
• Escalate and Coordinate with remote support team at offshore to get the user issues resolved
• Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and another global team
• Identify and implement best practices, service improvements and transformation opportunities and share the same to global team
• Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
• Implement the corrective/ preventive action identified
• Co-ordination with the other support groups and Domains
• Discuss management of risks in advance with the Domain Leads
• Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
• Ensure that the policies and procedures set by TCS are adhered to
• Escalating to higher management whenever required
• Report the status to the higher management

Qualifications and Education Requirements

• Bachelor’s Degree or equivalent experience
• 5 to 7 years of relevant IT workexperience required
• ITIL Certification or ITSM process knowledge strongly preferred
• MCSE or MCP preferred

Preferred Skills

• Minimum 5 to 6 years of experience in Enterprise desktop support experience
• ServiceNow hand on experience on ticket management and procurement is must.
• MCSE or MCP on windows 10 and A+ Certification is essential
• Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)
• Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications
• Very good hands on experience on Lync, WebEx, RDP , Remote desktop support, MS Terminal Services , CISCO VPN , BMC Remedy service management tool , MS SCCM Client, Commvault back up and Disk keeper disk wipe software
• Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience / exposure to virus outbreak management
• Good knowledge and implementation skill on Enterprise desktop security and end point protection and management
• Installation experience on MS .Net, Sun JAVA client, MS Direct X,IBM DB2 client ,SAP GUI client will be an added advantage
• Very good experience on providing client level support to web conferencing systems like WebEx, Lync or Intercall
• Experience in Manufacturing/Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc.
• Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems
• Exposure on technical support to Apple iPhone, Blackberry and other PDA devices
• Excellent hands on experience in installation and troubleshooting desktop, Printers , Laptop and other computer peripherals hardware problem
• Trouble shooting network printer issues, file server issues with exposure to handle dell servers
• Excellent communication and documentation skills are mandatory
• Very good knowledge about enterprise LAN and WAN setups with hands on experience in trouble shooting and identifying network issues
• Exposure to MS ADS and user ID management
• Ability to co-ordinate with different internal support groups (Like Network, Messaging, Security and change management teams)
• Ability to physically move PCs on the floor and to the desks
• Ability to communicate with the end users and executives (If needed)
• Ability to work as a team member with good team spirit
• Good understanding about tiered infrastructure support services in a managed services model
• Experience in working with Onshore/Offshore teams
• Experience in working with cross-functional teams (IT Service Management framework)
• Ability to effectively communicate with global teams for issue escalation and problem resolution
• Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift / move computer equipment(up to 40 to 50Lbs)
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required but is a plus).
• Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company
• Strong influencing and relationship management skills
• Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups