Desktop Support

Job Description

The Desktop Support Engineer is responsible for providing technical support to users of Windows, Apple, managed devices. This includes troubleshooting hardware and software issues, deploying and configuring devices, and providing training to users.

Asset & Workplace L1 Skills - INTERNAL IT

EUS Support / Desktop -

• Desktop Support Engineer who will have hands-on on overall Operating system and troubling shooting around the issues.
• Responsible for PC desktop, laptop configuration, printer configuration, and application support including Windows operating systems and software and other applications
• Self-driven and senior member of the technical support team responsible for PC desktop, laptop configuration, printer configuration, and application support including Windows operating systems and software and other applications.
• Excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills.
• Troubleshooting network connectivity in a LAN/WAN environment and provide hands & feet support during any critical support needed.
• Environment understanding and need to be doing vendor coordination whenever required
• When the restoration is beyond the scope of the Desktop Support Engineer, the Senior Desktop Support Engineer will escalate the issue/problem to proper tier 3 support team member.
• Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office and any other authorized desktop applications.
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.
• Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment.
• Performs corrective repairs on computers, laptops, printers, and any other authorized peripheral equipment.
• Customize desktop hardware to meet user specifications and site standards.
• Performs work in compliance within specified warranty requirements.
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network.
• Develop trends by monitoring and analyzing incoming calls, problems, and support requests
• Responsible for managing Desktop assets and tracking the same.
• Performs work in compliance within specified warranty requirements.
• Address non-compliance issues w.r.t AV and Patches.
• Responsible for asset management in tracking, updating, and providing them within timeline to the users
• Arranging Training for Business
• Keeping environment healthy and raising it to respective leads whenever needed
• Updating and correcting inward and outward of assets to have clear picture of assets availability
• Responsible for the region and if needed, he or she needs to travel for support
• Providing monthly & weekly inputs with regards to inventory/support and challenges to the management
• New users Onboarding – E2E (Allocation, Updation, Tracking)
• Understanding AD, DNS & DHCP concepts and address non-compliance issues w.r.t AV and Patches.

Asset Management

ü Responsible for the acquisition, deployment, tracking and securing of all assets.

• Develop asset control processes to monitor accountability identification, maintenance, location, and contracts.
• Assist in inventory management, procurement, and shipment activities.

ü Collaborate with management to define cost savings, asset compliances and service improvements.

• Assisted Procurement team to deliver efficient Asset Management.
• Vendor management activity and procurement
• Generates asset tracking reports as needed by IT leadership for planning and budgeting purposes.
• Maintains Accurate records and databases containing information regarding warranty, and service agreements for the organization's hardware.
• Co-ordinating with Vendors whenever required and perform an effective tracking to manage the SLA’s.
• Responsible for Asset Allocation, Asset De-Allocation.
• Owning the Asset Register and Tracking of inventory - Maintain I.T. records up to date in the ITAM tool and tracking for area of responsibility.
• Identifying and reporting the EOL assets to the management for IT Scrap Disposal.
• Should have worked on any ITAM tool and should be able to work within SLA's

Desktop Compliance Management

• Tracking & reporting Non -Compliances on Deskside such as MFA, SCCM, CS & Windows /Mac
• Handling senior users Issues on Deskside.
• Previous experience in computer technical support and Apple/PC based hardware maintenance
• Troubleshoot hardware and software issues.
• Deploy and configure devices.
• Provide training to users.
• Work with other IT staff to develop and implement IT policies and procedures.

Ticketing Tool –

• ServiceNow – Incident & Service Request, IT Asset Management.