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Desktop Support Engineer

4 months ago

Greenfield, United States Cynet Systems Full time
Responsibilities:
  • Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management.
  • Design and update run-books.
  • Monitor progress to make sure client deliverables are delivered on time and reported to the head of field services.
  • Monitor stakeholder expectations and take corrective action to address gaps.
  • Should be able to multitask and have the ability to handle multiple customers simultaneously.
  • The hands-on roles were expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets.
  • To provide infrastructure administration functions.
  • Providing on-site cover as part of a shift arrangement.
  • Being prepared to work out of hours when required and to provide out-of-hours on-call support cover as required.
  • Backing up and restoring settings and associated systems administration activities.
  • Oversee issues through to resolution on all appropriate requests
  • Trains and orients staff on the use of hardware/software/tools presented to the client as a part of the overall delivery solution.
  • Performs other duties as assigned.
Technical Skills:
  • Knowledge of integrating ITSM solutions for automatic ticket creation and site services support.
  • Strong technical skills in handling user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphones, etc., and Microsoft Windows desktop operating systems and business productivity applications i.e. Office.
  • Should have a good understanding of the tools and technology landscape, current trends, and applicability in the outsourcing environment.
  • Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives.
  • dministration experience of MS Active Directory users & groups, policies, and management concepts.
  • Knowledge of categorizing and prioritizing end-user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
Business Skills:
  • Experience with Deskside Level 2 troubleshooting.
  • Preferred if have experience in leading teams of 4-8 deskside engineers.
  • bility to interact with customers to ensure that the service is efficient and responsive
  • Provide SME support analytically to a successful conclusion.
  • bility to interact with cross-functional teams of EUC to provide support on any due diligence required to perform the solutioning of the field services/deskside support project architecture.
  • self-starter with the ability to work on their initiative.
Qualification and Experience:
  • Diploma or Engineering degree along with MSCE or CNE qualification
  • PMP/ Prince2/ ITIL carries an edge.
  • Minimum 5-10 years of related field experience in End User support including VIP support.
  • Installation and configuration Desktop/Laptop/ Printer/ Server/ Networks etc.
  • Substantial experience in Desktop, Workstation, Notebook, and printer management.
  • Certified Windows Administration.
  • Supporting Windows core technologies.
  • Collaboration experience including remote control of PCs and video conferencing knowledge.
  • Deliverables include ensuring the proper levels of run and maintenance support.
  • Strong Microsoft Office skills (Outlook, Word, and Excel).
  • Thorough understanding of Outlook's calendaring tool.
  • Understanding of Exchange functional accounts and how they are used within Microsoft technologies.
  • Strong customer handling skills.
  • Strong written and verbal communication skills (English language).
  • Must be detail-oriented and self-motivating.
  • Experience in managing and leading a geographically and culturally diverse team.
  • background security check is mandatory.
Working Relationships:
  • Maintain interdepartmental relationships to resolve client issues.
  • Effectively communicate with extended service providers and IT infrastructure groups.
  • Develop and maintain excellent communication and working relationship with both organization and customer delivery/management teams.
Competencies:
  • daptability.
  • nalysis.
  • Customer Service Orientation.
  • Functional Job Knowledge.
  • Initiative.
  • Judgment/Decisiveness.
  • Managing Stress.
  • Negotiation.
  • Oral Communication.
  • Persuasiveness/Influence.
  • Planning and Organizing.
  • Root Cause Analysis.
  • Teamwork Orientation.
  • Technical and Professional Competence.
  • Work Standards.
  • Technical and process support documentation.
  • ITSM.
  • ITIL.
  • Proactive.