Desk Support Engineer

2 weeks ago


Mahwah, United States ScaleneWorks INC Full time

Responsibilities

  • Local service support for Windows & MAC - laptops, desktops, PCs, and etc.
  • Onsite service for routine work performed on customer’s computer equipment. Service includes onsite installations of hardware and software including testing, hardware relocations, addition of hardware/software/external equipment as well as changes and upgrades for devices to restore services within the customer location.
  • Provide maintenance (response, diagnosis, repair, and restore) of the physical devices at customer locations
  • Onsite maintenance and support of customer’s printers, which includes consumables replacement and troubleshooting for fixing print Issues
  • Coordinate with Engineering team to ensure incidents are resolved according to service level targets
  • Perform final checks prior to closing incidents:
  • User confirmation that service has been restored
  • User satisfaction survey
  • Confirmation of correct incident categorization for Problem Management
  • Confirmation of sufficient resolution detail for Problem Management
  • Assessment of any required changes to Configuration Management System
  • Update the Knowledge base

Language Requirement

English and Spanish

Required Qualifications

  • Good communication skills
  • Hands on 2-3 year experience on End User Workstations (Laptops, Desktops, Printers).
  • Ability to solve complex hardware and software issues.
  • Hands-on experience with Windows/Linux/Mac OS environments
  • BSc in Computer Science or relevant field



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