Desktop Support Engineer

Job Description

• Lead a team of L2 Desktop Support field engineers
• Resolving L2 and L3 desktop support tickets and providing resolution to all hardware and software issues concerning laptops/ desktops and peripherals/ printers
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Providing Remote support using tools like Bomgar for remote sites
• Manage the dispatch activities for remote sites and ensure resolution for the issues reported.
• Asset Management and Weekly status reporting
• Client installation and troubleshooting
• Re Imaging and software patch installation
• Last level of Technical Escalation for desktop support tickets
• Able to perform root cause analysis and forensic analysis.
• Vendor management and documentation
• Report Information security incidents and weaknesses to Operations manager and CISO
   

Knowledge, Skills & Competencies:

• Hands on experience in desktop support
• Hands on IMAC of desktops and Laptops
• Troubleshoot and install MS Office, Applications and
• Troubleshot MAC OS basic issues
• Hands-on experience with Windows/Linux/Mac OS environments.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Knowledge of network security practices and anti-virus programs.
• Expert Level Administration of Hardware and Firmware exposure to physical system environments.
• Analytical skills to accurately identify the root cause.
• Experience of working with customers through direct interaction during support and change management activities.
• Excellent verbal and written communication skills.
• Effective team player as well as ability to drive autonomously.