Desk Side Support Engineer

Role – Desk Side Support Engineer

Location – Phoenix, Arizona

Work Authorization : USC 

JD: Responsibilities :-                                         

Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA

SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved                                                

Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.                                                     

Team Management - Team building and handling skills and act as a bridge between the leadership and team members                                                   

Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.                                       

Transition - Due diligence and coordinate with the transition team for proper implementation of the process                                           

Tech Bär Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.                                           

Automation - Process improvement and automation opportunity to be explored and implemented                                                     

Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.                                                

Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team                                                      

Technical Requirements:

Disciplined, systematic problem-solving skills required

Windows Operating systems 10 & 11 with troubleshooting

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

ITSM ticketing tools such as ServiceNow

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),

VPN and remote dial-in users

Soft Skills:

-       Excellent communication and conversation skills (Verbal and Written)

-       Good documentation skills

-       Good working knowledge of MS OFFICE & Windows

-       Should have a great customer handling skill

-       Able to handle hardware issues, Software, and printer issues

-       High level of acceptance

-       Can drive HCL’s value and its methodology

Other Skills / Experience:

.         Ability to learn new information quickly

·         Ability to integrate as a cross-functional, team player

·         Personal dedication to providing high quality, superior service

·        Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week

·         Customer Focus

·         Teamwork

·         Technical Expertise & Troubleshooting

·         Interpersonal Effectiveness

·         Concern for H/W Order and Quality for EUC build

Years of Experience:

Total        :6 - 8 years’ experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management. Hub & SPOKE model, Device ordering

Relevant :   5-6 years of FSO Manager experience

Certification requirements:

-       Preferred MCP/MSCE/MSCA or HDI CSS

-       ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements:

-      Bachelors / Masters / Equivalent