Deskside Engineer

3 weeks ago

Fort Payne, United States Cynet Systems Full time
Job Description:

Responsibilities:
  • Good in Data Analysis & Reporting using MS Office and ITSM tools.
  • Coordinate desktop changes to avoid deployment collisions.
  • Prepare requests for rollout.
  • Prioritize change requests.
  • Create rollout plans for change requests.
  • Coordinate implementation process.
  • Keep track of requests and make sure they are implemented as planned.
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example, the rollout of new antivirus.
  • Microsoft environment knowledge (desktop & server).
  • Have a good technical understanding of the products building up a desktop service.
  • Experience from the desktop environment.
  • Understanding and experience of the change management process.
Technical Requirements:
  • Phone support experience is necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills are required.
  • Windows Operating systems.
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Windows 8, Windows 10
  • Servers: Windows 2000, Windows 2003, Windows 2008.
  • Knowledge of Active Directory, Exchange 2003/2007.
  • ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
  • MS Office Suite (XP, 2003, 2007): MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Project, and MS Visio.
  • Internet browsers (e.g. Explorer, Chrome, Firefox).
  • VPN and remote dial-in users.
  • Support for laptops, desktops, and printers.
  • PDA and blackberry support.
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills:
  • Excellent communication and conversation skills (Verbal and Written).
  • Good documentation skills.
  • Good working knowledge of MS OFFICE (Including MS Project and Visio).
  • Should have great customer handling skills.
  • ble to handle unforeseen situations.
  • High level of acceptance.
  • Can drive its value and its methodology.
Other Skills / Experience:
  • bility to successfully provide hardware/software/network problem analysis and resolution support over the phone.
  • Personal dedication to providing high-quality, superior service at all times.
  • The ability to finish what is started is a must.
  • bility to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • bility to learn new information quickly and the willingness to do so at all times.
  • bility to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
  • Customer Focus.
  • Teamwork.
  • Technical Expertise.
  • Interpersonal Effectiveness.
  • Concern for Order and Quality.
Years of Experience:
  • Relevant: 7+ years of Service desk/deskside, customer service, and support experience with problem-solving involving hardware.
Certification Requirements:
  • Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification.
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

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