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Desktop Support Engineer

3 months ago

Santa Clara, California, United States ReqRoute Inc Full time

Job Roll:
Desktop Support Engineer

Location:
Santa Clara CA

Term:
Contract


This role is L2 Support/Advanced Support which requires someone with In depth knowledge on OS troubleshooting (Windows, Mac) and some basic Linux Knowledge, o365 troubleshooting skills, good Hardware troubleshooting knowledge etc.


As a Desktop Support Engineer:
Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX and mobile devices.

Provide OS support for end users includes troubleshooting, imaging, and new deployments.


Provide Hardware Support - For Dell/Lenovo/Apple branded Laptop & Desktops including troubleshooting & isolating issue and perform parts/service calls for onsite and remote users.

Provide end user support for multiple enterprise applications including e-mail, calendar scheduling, word, spreadsheets, presentations, all Internet browsers.

Provide Support for MS Office Suite, Encryption apps like PGP/Bit locker, Cisco VPN& other applications bundled with user machines.

Provide mobility support for end users mobile devices includes basic installation and troubleshooting.

Expert knowledge in Device management via SCCM, Intune, JAMF.

Assist move support/Post Moves Support.

Mobile Apps - Basic install and troubleshoot native app.

Loaner device support – For Laptops, mobile & peripherals.

Manage the user accounts in Active Directory such as password reset, account unlock etc.

Provide services to users spread across multiple locations and collaborating remotely with staffs in remote locations.

Understanding scope, limitations and providing best efforts.

Creating awareness and education to our customers.


Encouragement to use available self-service initiatives (Password Reset, Duo portal, Wiki pages) and Vending Machines (Green Machine, Hardware Depot – Techs to understand the offerings and stock).

All incidents and requests need to be consistently recorded into Service Now.

Escalate the tickets, as required, via the Service Now ticket assignment to the appropriate group.

Understand and adhere to ITIL processes such as Incident, Request fulfilment, Change and Problem management.

Ensure all the tickets assigned are resolved within the agreed SLAs.

Provide VIP (White glove) support.

Top skills:
Desktop Support (Windows, Macintosh & Linux Support)- Expert.

Office 365 Suite support – Expert.

Conference Room Support – Medium.

On Prem/Azure Active Directory, SCCM, Intune Management, Operating System Troubleshooting, Application Support Expert.

please send resume to

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