Deskside Support

L2 Desk side support Responsibilities

• Dealing with hardware and application support queries and issues reported to the

support desk and escalated to the Desktop Support Engineers

• Use diagnostic tools to troubleshoot problems associated with network
• Connectivity, and workstation hardware/software
• Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software
• Installing Printer drivers, IP Printing/Cloud Printing
• OneDrive Setup and migrations w/ OneNote Cloud Sharing
• Attempt Data Recovery on failed systems
• Troubleshoot Encryption issues
• Troubleshoot Password issues
• Windows / MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365
• Windows / Mac LAN / WAN connectivity troubleshooting
• Ready and assist with video conferencing equipment
• Networking – Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out
• Take ownership and responsibility of queries, issues and problems assigned to
• the Desktop Support Engineers
• Escalate issues and involve experts wherever required in order to resolve issues
• as quickly as possible.
• Ability to maintain composure with challenging customers
• Cell support – tech setup/troubleshooting of cell phones (non mgmt. included)
• Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini)