Desktop Support

Job Description:

Performs Problem determination and resolution for End User Devices (including Equipment and Software issues), in accordance with the requirements of the End User Services and associated Service Levels. Performs install, move, add, and change (IMAC) activities, as well as data backups and restores as applicable. Serves as the main interface to Authorized Users. Coordinates Incident and Problem resolution with other Towers, as applicable. Supports Authorized Users and End User Devices and performs break/fix and refresh activities as required by Customer.

Required Skills and Experience:

• Candidate must have Bachelor's degree in Computer science or equivalent, with minimum 10+ Years of relevant experience
• Should have managed a Desktop Support/Field Services team which is spread across different locations.

• Strong understanding of SLAs and CPIs and ITIL concepts
• Working knowledge of the Customer ITSM Tool specially ServiceNow.
• Strong technical background on Desktops, Laptops, Rugged case laptops and End User Desktop support.
• At least three years of experience in technical service delivery
• Proficient communication skills
• Demonstrated technical experience supporting mobile devices.
• Work experience and extensive knowledge of Windows builds and Software break/fix
• Working knowledge of PC Refresh
• Knowledge on Tablets or Rugged Laptops
• Troubleshooting skills on Hardware, Software.
• Understanding of Active Directory, SCCM, Imaging, BitLocker, Networking concepts.
• Performs install, move, add, and change (IMAC) activities, as well as data backups and restores as applicable. Serves as the main interface to Authorized Users.
• Coordinates Incident and Problem resolution with other Towers, as applicable. Supports Authorized Users and End User Devices and performs break/fix and refresh activities as required by Customer.
• Remote Desktop support experience
• Work experience and extensive knowledge of Windows builds and Software break/fix