Deskside Engineer / Field Service Engineer

Job Description

Job Description - 

• Provide customer facing end-user support that includes:
• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• IMAC support including large scale/bulk office moves/re-stack activities (all moves)
• Support for Operating System, base load software, MS Office suite and other business application
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Access related issues with, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (Android/iOS/iPhone/iPads)
• VIP support
• Imaging/Re-imaging end user systems on approved tickets
• Supporting End User Device Lifecycle Management as per Client policies and procedures
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related asks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide technical orientation and training for new Client employees on existing systems and software
• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
• Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for CTS
• Participate in team projects as requested.
• Support End-User data backup, storage and recovery Services for all End-Users
• Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
• Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.
• Supporting customers on issues with Peripherals, and BYOD devices
• Software installation/troubleshooting, Mobile Device Management and Mobile Application Management
• Support for Wireless connectivity, resolving performance issues, providing device connectivity and “value add” consultation for short “how to questions”.

Roles and Responsibilities –

• Very good communication skills both verbal and written with user engagement skills.
• Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.
• Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.
• Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Apply diagnostic utilities to aid in troubleshooting.
• Ticket creation / Categorization / Prioritization
• Incident resolution and Ticket closure
• Microsoft outlook, basic networking , Intune, MS Teams, Print and Azure skills
• Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

Minimum experience – 4 to 6 years of technical experience in Desktop and Technical Support, Service Delivery

Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell) and ITIL Certification would be an added advantage on this role.