Deskside Support Engineer

Position: Deskside Support Engineer

Location: Wilson, NC 27893 (Onsite)

Hiring: Fulltime with Hexaware Technologies

Primary Skills - Familiarity with hardware, lifecycle management and IT asset tracking.

Responsibilities
The Deskside Support Engineer will be responsible for providing high-quality deskside support services to ensure seamless IT operations. The role encompasses a range of technical and customer service responsibilities, including resolving user device issues, performing preventive maintenance, and ensuring efficient hardware lifecycle management.

Key responsibilities include:

• Incident and Problem Resolution
• Resolve incidents and problems associated with end-user equipment and software in a timely and efficient manner.
• Break/Fix Support
• Provide dedicated deskside support for manufacturing and office locations, including hardware installations, moves, additions, and changes (IMACs).
• Executive and VIP Support
• Deliver white-glove support for executives and VIPs, including preventive visits to ensure optimal device performance and issue avoidance.
• Conduct specialized preventive visits at critical locations to examine user equipment, perform hardware fixes, and optimize device performance.
• Implement and manage depot locations to handle spare inventory and shipping requirements.
• AV Equipment Management
• Conduct daily checks and tests of AV equipment and conference rooms at Stamford and Wilson locations to ensure functionality.
• Onboarding and Offboarding Support
• Facilitate the onboarding and offboarding of users by managing their IT equipment:
• Deploy new hardware and accessories to onboarded users in a timely manner.
• Retrieve hardware and accessories from offboarded users promptly.
• Archive laptops and desktops as soon as they are received, whether for break/fix or offboarding purposes.
• Maintain and update the asset inventory accurately.

Essential Skills:

• Basic understanding of Microsoft Infrastructure and networking fundamentals.
• Familiarity with hardware, lifecycle management and IT asset tracking.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work both independently and as part of a team.