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