IT Desktop Support Engineer
IT Desktop Support Engineer
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Job Description
Deskside Support Services with Smart Eyes & Hands support:
The Onsite technician responsibilities include (Dispatch locations: the Service Provider would be required to provide Client with the necessary information as part of the ticket updates to support Client s performance of the below listed Services):
Acts as a first point of contact for end users seeking technical assistance with Desktop & Laptop hardware Desktop/laptop software network issues with desktop/laptop issues with mobile devices and other peripherals.
Troubleshooting Windows & Mac OS platforms including mobile devices running Apple iOS & Android mobile OS
Setup and configuration of end user desktops laptop hardware software printers Mobile phones and peripherals.
Guide users with stepbystep instructions on installing applications.
Document and record incidents service requests and their resolutions in the internal ticketing system.
Direct unresolved issues to the next level of support personnel
Help create technical documentation and manuals (KA) for known issues.
Image and deploy Laptops/ Desktops/Tablets to end users.
Asset Management (stock level check tracking receiving preparing and shipment of assets)
Coordinating office moves
Engineer will collect inventory (Serial Numbers / Asset Tag / Service Tag of all devices he is able to collect it from
Engineer will collect rack elevations if any. Note anything that is in operations from floor
Engineer will collect photos of the rooms racks (Front and Back).
Technicians to provide White Glove support to identified onsite VIPs. White Glove support will also include expediated end user device troubleshooting proactive support proactive monitoring and health checks targeted training on new tools for executive custom onboarding process for executive etc.
Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by the client. Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues. Ability to utilize provided knowledge article to resolve issues with client specific applications. Customer-facing soft skills including strong verbal and written communications Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues. Exercises independent judgment within defined practices and procedures to determine appropriate action.
Employment Type
Full Time
