DSE

Responsibilities :-

• Adhering to SLAs

• ITIL Processes awareness and adhering to

• Reporting to the Track Lead / Team Lead

• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

• Troubleshooting technical issues

• Ensuring that the processes are adhered to

• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

• Improves and maintains customer and employee satisfaction

• Performing asset inventory activities as needed

• Create documentation for process and procedures

• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

• Technical Requirements

• Required Skills / Qualifications:

• • Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

• • Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills

• • Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices

• Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers

• • Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)

• • Strong desktop support knowledge including hardware, software, and networking concepts

• • Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

• • Good knowledge of MAC OS, IPAD and Android devices

• • Knowledge in windows Image build process and SCCM deployments.

• • Basic understanding of Audio/Video equipment and conference room setup

• • User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations

• • Troubleshoot and assist end users with mobile device setup, activations and performance issues.

• • Handheld – Blackberry, Android & IOS support knowledge

• • Strong Customer service skills

• • Strong written and verbal communication skills

• Soft Skills

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive Client’s value and its methodology

• Other Skills / Experience

• Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills

• Must Have experience in Providing smart hands support for Network and Datacenter Equipment

• Years of Experience

• • Min 5+ years experience in a similar position Work in similar technical profile.

• 2-3 years of Datacenter experience

• Certification requirements

• CCNA Certified ( Optional )

• A+ Certified ( Optional )

• MCSE ( Optional )

• Job type: Contract Division: eTeam Workforce Limited Reference: 21-04739