Description

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.

Key Skills
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