L2 Desktop Support Engineer

JOB DESCRIPTION

• Workstation Services (e.g., Desktop, Monitors, Printers and laptop)

• Break fix

• Desktop/Laptop Hardware related troubleshooting - Create, test and develop current Workstation images.

• Prepare and configured new laptops/workstations specifications as assigned

• End User Computing (EUC) Device Refresh as part of BAU ( any bulk refresh will be treated as separate project activity)

• Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services

• Provide onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.

• Windows upgradations through SCCM agent.

• OS and application installation: Windows migrations and deployment of customized images using SCCM

• Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax support

• Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices

• Analyzed and diagnosed DNS/DHCP/VPN and other networking issues

• End user issues related to network, IP config, windows troubleshooting

• Actively worked with hardware and software vendors to resolve client issues in a timely manner

• Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.

• Installation of printers, Configuring conference room facilities

• IP Phone installation, troubleshooting

• O365 configuration, troubleshooting

• Other aspects related to End user computing

• Desk side Support

• Spares management

• Installs, moves, adds, changes of hardware and software packages (IMAC);Hardware life cycle management

• Security compliance

• Populate Knowledge Management system with resolutions and workarounds

• Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints

• Enterprise Mobility Management administration - enrollment and management of mobile devices. Adept knowledge on Airwatch/MDM

• Fault diagnosis / troubleshooting

• Maintain the Service Now queue of an average of 5-20 tickets per day, resolved Level 1-2 support issues

• Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary

• Adopt knowledge on Software Center(SWC) and ServiceNow

• Okta
Requirements

-Candidate must have at least 3 years of relevant experience.

-Candidate must be able to communicate in English.