Field IT Engineer

Workstation Services (e.g., Desktop, Monitors, Printers and laptop)

·         Breakfix

Desktop/Laptop Hardware related troubleshooting – Create, test and develop current Workstation images.
Prepare and configured new laptops/workstations specifications as assigned
End User Computing (EUC) Device Refresh as part of BAU ( any bulk refresh will be treated as separate project activity)
Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
Provide onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.
Windows upgradations through SCCM agent.
OS and application installation: Windows migrations and deployment of customized images using SCCM
Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax support
Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices
Analyzed and diagnosed DNS/DHCP/VPN and other networking issues
End user issues related to network, IP config, windows troubleshooting
Actively worked with hardware and software vendors to resolve client issues in a timely manner
Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.
Installation of printers, Configuring conference room facilities
IP Phone installation, troubleshooting
O365 configuration, troubleshooting
Other aspects related to End user computing
Deskside Support
Spares management
Installs, moves, adds, changes of hardware and software packages (IMAC);Hardware life cycle management
Security compliance
Populate Knowledge Management system with resolutions and workarounds
Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints
Enterprise Mobility Management administration – enrollment and management of mobile devices. Adept knowledge on Airwatch – intelligent hub/MDM/ intune / azure
Fault diagnosis / troubleshooting
Maintain the Service Now queue of an average of 5-20 tickets per day, resolved Level 1-2 support issues
Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary
Adept knowledge on Software Center(SWC) and ServiceNow
Knowledge of Okta and its usage.