Desktop Support Engineer L2

Job Description

An Opportunity to work with world best MNCPosition-Desktop Support Engineer L2 Location- Mumbai Experience 5+ yearsExperience- 2+ Years Team handling
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability deploy, configure, and support operating systems on desktop and mobile
• Responsible for PCs, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
• Maintain user PCs, including upgrades and configuration as needed.
• Keep inventory of all equipment, software, and license users.
• Install, configure, and upgrade PC software.
• Strong communication skills (across all levels of the organization).
• Administration and Maintenance of Dialer.
• Tickets SLA
• Managing checks for the dialer to keep it optimized
• Managing the required maintenance schedules with the OEM to keep the UCI functioning at an optimal level
• Support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, applications and software.
• They are responsible for answering queries and addressing system and user issues in a timely and professional manner.
• Support team (OSE) will train users on basic system and computer functions.
• Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of IT supports day-to-day role.
• Technical expertise
• Managing the sifts
• Experience handling team
• Excellent communication skills
• Site support experience for IT support
End user support:
1. Installation, configuration, troubleshooting, uninstallation of OS and standard Office automation
applications.
1. Windows Operating system support for Win 7.1, SP1 & Win 8.
2. Installation of standard software.
3. Installation of application clients on Desktops and Laptops.
4. Hardware and Software upgrade on end-user computing devices.
5. Configuration of printers, WI-FI, emails.
6. Managing disk/folder sharing and permission settings on desktops.
7. Identify the frequent problems and reporting Company about the generic solution.
8. Installation of Patch Updates using tool / Manual as per the frequency set by Company.
9. Prepare & Maintain standard Operating Environment (SOE) with images for quick roll out.
10. will provide access to MS Lync or other custom tool to CMS engineers to aid remote support.
11. Voice & Network need to have basic L1 knowledge, crimping, colour codes, troubleshooting techniques, etc.
12. Voice Resource should be able to configure desk phones (Avaya).
LAN support
1. Rectify LAN Problems at the Users end.
2. Support for LAN issues limited to configuration issues excluding support to LAN devices.
Smart phone support
1. Configuration of Client applications on Smart Phones/Tablets.
Antivirus management
1. Scanning and Removal of virus /Malware from end-user computing devices.
2. Installation of antivirus tool and regular definition update.
Vendor management
1. Maintaining database of the various vendors with details like contact person, telephone nos.,
2. Escalation matrix, response time and resolution time commitments etc.
3. Co-ordinating with the vendors to get the Incident & problems resolved and extended warranty
support.
1. Escalate the problems based on the severity level as mentioned in the escalation chart and follow
up with the Supplier on best effort basis to resolve the problem.Asset management
1. Maintaining Location wise asset list.
2. Monitoring AMC/ Warranty details of the asset along with third party warranty details.
3. Monitoring health of systems.
4. LAN sweeper access and training to be provided by company.
VC support
1. Testing of equipments and problem rectification during meetings.
Co-ordination with third party vendor for service and support for technical issuesRemote Support
1. Experience in providing remote support to users connected from Home or other locations
2. VPN troubleshooting
3. AWS troubleshooting
4. Must have experience using RDP tools
Regards,Rushikesh mhatreRecruitment Specialist TLhidden_mobile

Keyskills :
team handlingdesktop supporttroubleshootinglaptopsinstallationdesktop engineeringsoftware installation