Desk side support engineer

Job Description:
This is a Desk side support engineer role who will work from client office. The engineer will work on imagining, configuration and installation of software’s basis customer requirements. Documents tickets and escalates any issues as necessary. Excellent communication and customer service skills are a must. The primary function of this position is to complete new laptop requests, tablets etc. This position is during US business hours, but the candidate must be willing to work other shifts as needed. The technician will be provided the necessary hardware to perform the required duties.
Years of Relevant Experience:
2 to 4 years of helpdesk and desktop imaging experience.

Roles and Responsibilities:
Knowledge on Windows machines, imaging & configuration.
Knowledge on Mac machines will be an added advantage.
Basic knowledge on troubleshooting any network connectivity/VPN issues/first time login related issues.
Knowledge on AD, password reset, adding machine to domain and updating records as needed.
Interface with internal technical teams to assist in team/and customer support for field locations related to any end user computing issues.
Basic troubleshooting of LAN/WAN issues, Remote troubleshooting of desktop issues.
Knowledge on incidents and service requests, utilizing our Service Delivery Tool (Service Now)
Assess, report and communicate between all parties for problem resolution for field support deployment.
Proactive responsiveness to time sensitive issues.
Escalate complex issues as necessary -This is a diverse business process environment that requires independent critical thinking.
Responsible for using & maintaining a robust and accurate knowledge base repository.
Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
Desktop imaging and asset management.
Must be able to work with End users on initial setup and configuration of device.
Must have ability to work at secondary offices.
Education:• Bachelor's degree or equivalent practical experience.