Job Title: Desktop Support Engineer
Location: New York, NY 10120 - Onsite
Mode of Hire: Contract (1+ year duration)
Job Description:
Language Requirement: English and Spanish mandatory
3 days from NYC and 2 days from Mahwah NJ. A maximum allowance will be provided to cover tolls, gas, and parking when the candidate travels to the Mahwah, NJ location.
Base location: New York, NY 10120 ( 3 days from NYC)
Travel to location: Mahwah, NJ 07430 ( 2 days from Mahwah office)
Address: New York Office - West 33 Street, New York, NY 10120
Address: Darlington Ave, Mahwah, NJ 07430
Office Hours: 7:00am 8:00pm {Monday to Friday- any 8 hrs working}
Required Qualifications
- Good communication skills
- Hands on 2 3-year experience on End User Workstations (Laptops, Desktops, Printers).
- Ability to solve complex hardware and software issues.
- Hands-on experience with Windows/Linux/Mac OS environments
- BS in Computer Science or relevant field
- Onsite service for routine work performed on customer's computer equipment. Service includes onsite installations of hardware and software including testing, hardware relocations, addition of hardware/software/external equipment as well as changes and upgrades for devices to restore services within the customer location.
- Provide maintenance (response, diagnosis, repair, and restore) of the physical devices at customer locations
- Onsite maintenance and support of customer's printers (HP, Cannon, Xerox, Zebra, Sato, handheld label printers etc.,), which includes consumables replacement and troubleshooting for fixing print Issues
- Coordinate with Engineering team to ensure incidents are resolved according to service level targets
- Perform final checks prior to closing incidents:
- User confirmation that service has been restored
- User satisfaction survey
- Confirmation of correct incident categorization for Problem Management
- Confirmation of sufficient resolution detail for Problem Management
- Assessment of any required changes to Configuration Management System
- Update the Knowledge base
- Proactive maintenance
- Service requests
- Device incident management
- Process support
- Management of the service, team management and production of statistics
- Remote Hands Services
- Special support during Sales Period
- Out of support service hours
- Other tasks as assigned by the Movate or Customer side supervisor
Scope of work in detail:
The main objective is to provide best Desktop Support to Customer's primary office and warehouse users of IT services, starting with punctuality and resolving the problems with professionalism and competence. Desktop Support Engineer operates in full compliance with the procedures and guidelines in place within Customer's environment.
The additional objectives could be identified as:
- Manage break-fixes related to workstations, variety of printers, equipment, etc. as soon as reported or communicated by users to ensure operational continuity, possibly working with IT SMEs & Vendors from different regions.
- Desktop Support Engineers are available to deliver on-demand "remote-hands" services for IT Infrastructure Teams from different regions.
- Offer a high quality and professional service in both English & Spanish.
- Hold strong and foster a positive, constructive, and customer-oriented mindset.
PSRTEK is a reputed technology recruitment and IT staffing brand with a global footprint and an admired client base. As an ideas and innovation powerhouse with a culture of excellence, we bring remarkable expertise and deliver powerfully transformative results.
