Desktop/Laptop Support EngineerAs a desktop support engineer, you should be able to act as a single point of contact in front of the customer management. Ensure proper communication and quick. Responsible for vendor management.
Own and drives day-to-day operations for onsite support for laptop and mobility support. Take corrective actions based on the customer satisfaction surveys. Drive service improvement programs.
Ensure adherence to quality/security standards defined for the engagement.Basic experience in IT industryGood client management & communication skillsGood understanding of ITIL concept & Service NowComputer OS/Peripherals troubleshooting. Asset/Inventory ManagementEnsure tickets are updated on time and adhere to required SLA.Handling different PC operating systems (Windows 7, 10)Handling end users incidents and IMAC requestsPerforming Hardware/Software installation (understanding of deployment tools like SCCM)End-user support - BreakfixDesktop/ Laptop/Network Printers Management.Basic AV support for conference room& internal events.Deployment of device for field force users with aggressive SLAsImage Deployment using SCCM, Intune Auto PilotDesktops patch managementVDI technologies Citrix Xendesktop, Azure cloud PC.Laptop AV/endpoint security Management for Mcafee.User Data Management (ONeDrive,Office 365)Refresh of old asset from windows 7 to windows 10.Video conference support for meeting room and events.Vendor coordination for hardware/spare replacementIncident ManagementSupport Queue Management to avoid and SLA missesAbility to work independently and in a team environment.Ability to communicate well with internal and external contacts.Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.Support the following technologies: Microsoft Office 2010, office 365 products – Outlook, Word, Excel, Access, Internet Explorer, Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, rack and stack of devices.Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.Client-facing experience with proper interpersonal skills.Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.Manage service requests, software installations, new computer setups, upgrades, etc.Record incident resolutions in the SNOW tool.Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.Responsible for successful deployment and upgrades of laptops & workstations.Ability to work independently and in a team environment.Ability to communicate well with internal and external contacts.