Deskside Support Engineer

Job Description

Responsibilities:

The Deskside Engineer will be a complete hands-on role, Desktop support engineer will be responsible for PC desktop, laptop configuration mobile device, and application support including Windows operating systems and software and other applications. This is a customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. Excellent attendance and punctuality are required.

Job Overview:

• Minimum 3 years of experience (Help Desk, Computer (Laptop, Desktop)/ Printer, Tablet & smartphone (Android, windows mobile IOS) Support, AD, Windows 10/8/7, common Network solution TCP/IP, Work Place Management, PC Install, commercial software install, Common System Maintenance/PC tooling RDP, Anti-virus tools & Backup/ restore.
• Should respond to ticket- request, questions, complains & incidents.
• Should analyze, classify & prioritize tickets based on schedule for resolution / delivery.
• Should perform ticket update, ticket closure with resolution and delivery details.
• Should route tickets to other support groups if required and update the requester about the progress.
• Hardware & Software Maintenance &Troubleshooting, Mail Configuration, Outlook Troubleshooting.
• Troubleshoots minor equipment malfunctions and corrects them as directed by Computer operation manuals, SOP’s
• Troubleshooting experience with the following: Remote users, LAN, Printers etc. Proprietary and standard software applications, Phone Systems, Windows (various versions), and Active Directory
• Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibility.
• Experience with TCP/IP and general networking issues
• Patching Network connection.
• Ability to retain detailed information needed to solve complex problems
• Troubleshooting POS (Point of Sale) terminal
• Experience updating Knowledge base.
• Experience providing superior customer service and support.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
• Strong interpersonal and organization skills, successful in working both independently and in a team environment.
• Strong problem-solving skills.
• Ensure constant self-development using day to day work, training, and any other available tool

Experience:

• Minimum 3 years of experience in Computer (Laptop, Desktop)/ Printer, Tablet & smartphone (Android, windows mobile IOS) Support, AD, Windows 7, common Network solution TCP/IP, Work Place Management, PC Install, commercial software install, Common System Maintenance/PC tooling RDP, security tools & Backup/ restore. All in one printer solutions& Mobile devices
• Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
• Team player
• Excellent English language skills both verbal & written.
• Analytical trouble shooting skills, with technical support background