Desktop Support Specialist

Role Definition
Job Title: Field Support Engineer/Desktop Support Engineer
Work Location: TBDReporting to: Team LeadMinimum Experience 25 Years of Field Support Services / Desktop Support As a member of the Field Service Operations team the candidate will provide high quality support with very good customer service technical expertise and timeliness. This position has frequent contact with end users peers and managers primarily facetoface as deskside support for service requests and onsite problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual Network ( Date and voice) and Servers.Job DescriptionAs an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities: Provide customer facing enduser support that includes: Install and Configure desktops laptops mobile devices and associated Peripherals and related Software. Perform Break Fix Desk Side Support IMACD s Data Migration Refreshes etc. Perform onsite updates Configuration changes or Software installations. Provide onsite technical assistance to End Users. Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to enduser requests for updates on ticket status and promptly follow up as needed. Troubleshoot client software and basic network connectivity problems . Identify evaluate and prioritize customer problems and complaints . Coordinate with vendors for provision of enduser support (e.g. Hardware Vendor technicians for warranty repair/replacement) Perform enduser support related security and controls and compliance related tasks such as access reviews risk assessments controls verifications facility inspections maintenance of verification logs Coordinate with Level 3 support groups and project teams for service delivery enhancements maintenance and upgrades. Provide IT support for onsite or offsite events and meetings including site setup coordination with venue IT/AV contacts and standby support Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites. Provide Oncall support if required outside business hours on a rotational basis. Provide Hand and Feet support for network data and voice devices. May train users and operators on a limited basis and/or may write training procedures . Participate in ongoing training and departmental development . independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards regulatory requirements and company policies . Work on value adding activities such Knowledge base update and management Training freshers coaching analysts . To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen CasesDesired Qualifications: BS/BA in Computer Science Information systems or an equivalent combination of education or Experience: One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting. Experience with various desktop systems operating sys