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Desktop Support Engineer

2 months ago

Palo Alto, United States SISL Global Full time

Desktop Support Engineer


Requirement: Deskside support

Term of contract – 1 Year



Responsibilities

  • “Break Fix” support incorporates the IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment
  • OEM Vendor co-ordination for faulty or new hardware requirements
  • “IMAC” is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de-installation of software/application

“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT related issues

In Scope:

  • Incident Management for Endpoint Devices - Laptop/Desktop/Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor)
  • Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams/OEMs for any additional support
  • Co-ordination with OEM on Hardware/Software issues
  • Ticket information documentation using ITSM tool.
  • Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
  • Deployment and configuration of new hire equipment (Manually and/or using automated Tools)
  • Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools
  • Hardware and software provisioning (check-in and check-out)
  • Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
  • Articulate technical solutions to non-technical users in simple and easy to understand terms
  • Occasional work to move/lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex :Movement of PC from one floor to another)
  • Uplift and reimage of leaver equipment and update of asset management system/CMDB.
  • Update of asset management system/CMDB according to Joiner Mover Leaver Process