Desktop Support Engineer

Role and Responsibilities

. Service now incident management, request management experience is required.

. Provide Hardware break fix services for laptop, desktop, printers and scanners

. Provide hardware upgrade services for laptop, desktop, printers and scanners

. Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services

. Provide L3 desktop support, Provide L2 LAN support (LAN admin support with touch services)

. Technical support for Voice and Video conferencing

. Co-ordination with vendor, Co-ordinate with offshore and onsite tech support team

. Identify and Share/ recommend new products (H/W & S/W) for evaluation

. Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network

. Provide assistance for antivirus management

. Trouble ticket maintenance and Maintain file and print servers (Location specific)

. Conduct user awareness sessions / trainings to end users on new technologies

. Publish local maintenance details, Assist for virus outbreak management / events (Offshore- Remote support)

. Site Inventory management and maintenance

. Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports

. Attend regular trainings and learn new technologies as required and conducted by the employer

. Escalate the issues to management or next level as needed, Provide support for asset disposal services

. Generate and provide weekly, monthly activity and other reports

. Escalate and Coordinate with remote support team at offshore to get the user issues resolved

. Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and another global team

. Identify and implement best practices, service improvements and transformation opportunities and share the same to global team

. Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.

. Implement the corrective/ preventive action identified

. Co-ordination with the other support groups and Domains

. Discuss management of risks in advance with the Domain Leads

. Update knowledge base with the resolutions as required and discussed in Post Outage Reviews

. Ensure that the policies and procedures set by TCS are adhered to

. Escalating to higher management whenever required

. Report the status to the higher management

Qualifications and Education Requirements

. Bachelor's Degree or equivalent experience

. 5 to 7 years of relevant IT workexperience required

. ITIL Certification or ITSM process knowledge strongly preferred

. MCSE or MCP preferred

Preferred Skills

. Minimum 5 to 6 years of experience in Enterprise desktop support experience

. ServiceNow hand on experience on ticket management and procurement is must.

. MCSE or MCP on windows 10 and A+ Certification is essential

. Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)

. Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications

. Very good hands on experience on Lync, WebEx, RDP , Remote desktop support, MS Terminal Services , CISCO VPN , BMC Remedy service management tool , MS SCCM Client, Commvault back up and Disk keeper disk wipe software

. Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience / exposure to virus outbreak management

. Good knowledge and implementation skill on Enterprise desktop security and end point protection and management

. Installation experience on MS .Net, Sun JAVA client, MS Direct X,IBM DB2 client ,SAP GUI client will be an added advantage

. Very good experience on providing client level support to web conferencing systems like WebEx, Lync or Intercall

. Experience in Manufacturing/Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc.

. Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems

. Exposure on technical support to Apple iPhone, Blackberry and other PDA devices

. Excellent hands on experience in installation and troubleshooting desktop, Printers , Laptop and other computer peripherals hardware problem

. Trouble shooting network printer issues, file server issues with exposure to handle dell servers

. Excellent communication and documentation skills are mandatory

. Very good knowledge about enterprise LAN and WAN setups with hands on experience in trouble shooting and identifying network issues

. Exposure to MS ADS and user ID management

. Ability to co-ordinate with different internal support groups (Like Network, Messaging, Security and change management teams)

. Ability to physically move PCs on the floor and to the desks

. Ability to communicate with the end users and executives (If needed)

. Ability to work as a team member with good team spirit

. Good understanding about tiered infrastructure support services in a managed services model

. Experience in working with Onshore/Offshore teams

. Experience in working with cross-functional teams (IT Service Management framework)

. Ability to effectively communicate with global teams for issue escalation and problem resolution

. Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift / move computer equipment(up to 40 to 50Lbs)

. Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required but is a plus).

. Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company

. Strong influencing and relationship management skills

. Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.

Self-driven and resourceful to achieve goals independently as well as work well in groups