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Desk Side Support Engineer Level 2

Posted Date 2 days ago(11/19/2024 13:02)
ID
2024-14158
Position Type
Permanent (Full Time)
Department
GOCC
Location
IN-HR-Gurugram

Overview

The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction.

All round IT professional with good communication skills, Maintains and build relationships with end-users on location

·        IT professional with good communication skills 

·        Knowledge of cloud imaging processes through Microsoft InTune

·        Onsite involvement in hardware inventory tracking and registration of all assets used

·        Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.

·        Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities

·        Active user interaction and handling of IT related user questions and issues during site visits.

·        Coordination and resolution of local site issues and General & local facilities

·        Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.

·        Manage incidents on campus site level

·        Basic network knowledge 

·        Organize productivity meetings on dispatch sites based on agreed schedule

 

Local language and English CEFR B2 (written and verbal)

 

  
 

 

Responsibilities

Work Experience: More than 24 months

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Build rapport and elicit problem details from help desk customers
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

 

Other skills:

  • Ability to advise and to present to one or more customer staff.
  • Monitor and control daily service call activity, utilization, inventory levels and service levels.
  • Exceptional customer service
  • Advanced knowledge in Customer Service Aptitude
  • Resolving technical problems with hardware, software and connectivity.
  • Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
  • Participate in the configuration and support of internal systems.
  • Ability to work effectively with Logistics
  • Adherence to assigned schedule
  • Adhering to documented policies, procedures and processes for nsc that are specific to the service.
  • Clear and concise documentation of all customer interaction within appropriate CRM tool.
  • Able to function in a team environment
  • Maintain knowledge levels as industry enhancements occur
  • Support installation and implementation of connectivity and high-end systems products
  • Continuous improvement of service delivery.

Qualifications

Sound knowledge of:

  • Advanced knowledge in Computer Hardware            
  • Advanced knowledge in Common Software applications            
  • Advanced knowledge in Microsoft Operating system
  • Proficient knowledge in Printer Hardware
  • Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
  • Proficient knowledge in Ticketing software
  • Microsoft Office & Office 365 applications
  • PC\Laptop hardware
  • PC\Laptop peripherals, including printers
  • Mobile devices

 

Awareness of;

  • Active Directory
  • Exchange
  • Apple OS
  • Network and server hardware and components

 

IT qualifications may include:

  • A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
  • PC\Laptop OEM Maintenance Certification
  • CompTIA A+ Certification
  • Microsoft Certified IT Professional (MCITP) certification in desktop area
  • Microsoft Office Specialist (MOS) certification

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