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Onsite Support Engineer

3 months ago

New York, United States Birlasoft Full time

Job Description

We are looking for Onsite Support Engineers who can assist our clients in solving complex technical issues. They will be responsible for computer hardware, software and peripherals. Onsite support is the third point of escalation for the resolution of desktop, laptop or printer related incidents, service requests and connectivity issues.

Provide On-Site Support ‍A Field Support Engineer must respond to all client queries. This position may require working after hours as well as a presence on-site, as required. The professional collaborates with other network/technical professionals in the organization to devise suggestions for expediting maintenance and troubleshooting procedures. They document all relevant departmental and field activities and resolve the complexities.

Network Maintenance Onsite Support Engineers ensure that client networks operate consistently and efficiently. They confirm consistent up-time of routers, servers, and networks. They must engage in routine maintenance check-up with other network/technical professionals.

IT Asset Management Onsite Support Engineer will be responsible to manage, control and maintains inventory of IT assets (Hardware) throughout their life cycle. Tracking, monitoring, and recording hardware assets to ensure compliance with company’s finance records.

Core Competencies

Communication skills - Excellent oral and written communication skills

Strong Computer Skills and the Ability to Troubleshoot and Diagnose complex problems

Exposure to and knowledge of Microsoft Active Directory and Office 365 concepts and administration

Experience handling L2/L3 troubleshooting for Windows & MAC OS

Experience with Citrix and Microsoft Remote Desktop concepts and administration

Knowledge of DHCP, IP routing, VPN, and firewall concepts

Experience in supporting minor hardware repairs (Desktop & Laptop)

Experience in phone system administration

Operational Requirement

Provides third level investigation and diagnosis

Resolves and closes incidents/service requests as per help desk procedures & within SLA

Escalates unresolved incidents/service requests within agreed timescales

Logs relevant incident/service request details per help desk procedures

Communicates with client regarding incident progress

Ensures tickets are updated at all times until issues are resolved

Liaises with clients, other IT support groups and 3rd party providers when necessary

Performs imaging/reimaging of PCs

Performs IMAC (Install, Move, Add and Change)

Conducts hardware and software maintenance and support

Troubleshoots and resolves PC incidents and/or VIP requests

Coordinates with vendors for hardware repair

Assists with Site IT security issues and virus elimination

Assists Server Team when server maintenance is required

Creates/maintains documentation on Ticketing tool

Special events coverage

Local network support and/or assists centralized Network team