IT Desktop Support Engineer

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.