Senior Service Desk Engineer

Job Family :

Travel Required :

Clearance Required :

What You Will Do :

• Guidehouse is looking for an IT professional with experience providing technical support in a fast-paced, service-oriented environment.  As part of the Guidehouse Service Desk team, this individual will work closely with other IT professionals to resolve technical issues and provide essential services to Guidehouse employees working in over 60 offices and remotely around the globe. 

  The role will include offering in-office A/V Meeting support in Chennai & other office locations physically or remotely by providing support & travelling to offices. You will promote the use of and provide users training on our A/V technology as well as ensure the technology is in working order, assist users with connecting to the technology, and troubleshoot the A/V Systems.  You will also act as a Tier 2 Service Desk support agent, resolving issues using your skillset and our extensive Knowledgebase for solutions to common problems, troubleshooting new or infrequent issues, and documenting newly found technical scenarios work arounds. Being successful will also be dependent on your ability to team with other GH IT staff, including our highly technical engineering team, as well as interact with our Leadership. 

  These duties will be performed in a highly professional manner, utilizing your great verbal and written communication skills

Essential Job Functions

• Be a Microsoft Teams and Collaboration evangelist for Logitech, Microsoft Teams and other Collaboration technologies.
• Provide training sessions to demonstrate and teach users how to use the full spectrum of Logitech equipment.
• Communicate collaboration technology in an engaging and “storytelling” type manner.
• Operate, maintain, troubleshoot, and upgrade video conferencing equipment. Work with 3rd party vendors to troubleshoot issues and perform root cause analysis for failed cases.
• Conduct daily A/V equipment audits and maintain accurate records. Follow defined processes and ensure that the processes are adhered to by the team.
• Build relationships with internal customers to ensure they are successful when making use of technology.
• Determine participants' existing knowledge, prepare pertinent, meaningful use cases which will idealize the use of collaboration technology in the environment.
• Manage calendar assignments for meeting support and coordination of testing and maintenance
• Partner with the customers to understand the audio and video requirements for various events.
• Before scheduling large events, conduct sound, visual, and performance quality checks on AV equipment to ensure everything works flawlessly.
• Prior to large-scale meetings, perform dry runs to ensure all equipment operates smoothly.
• Troubleshoot and resolve A/V Technical issues promptly.
• Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community.
• Conduct daily hardware checks in conference rooms, offices, and workstations (HDMI cables, monitors in working order, remotes in conference rooms)
• Conduct daily printer checks

Additional Responsibilities

• Provide in-office 1st and 2nd level Deskside IT support primarily to Chennai office locations and remotely covering other office locations when it is required.

• Provide remote 2nd level Support as a part of the Global IT Service Desk - Troubleshoot and resolve hardware, software, application, network, user access, or related issues.
• Escalate more complex problems or unresolved issues to next level of support
• Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
• Answer questions and provide training on printer usage
• Accept, inventory, and work with Asset Management to arrange for shipment of any Guidehouse equipment turned into the office
• Work with asset management to troubleshoot hardware laptop issues (fan cleaning, missing power packs, etc.)
• In-office liaison with End-point management and Intune team for networking, battery backup solutions testing, etc.
• Address client questions using available information resources
• Comply with Corporate IT Service Management and Service Desk policies, procedures and directives
• Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests
• Recommend process changes as needed to improve service levels
• Communicate company policies and standards
• Travel, as necessary

What You Will Need :

• Minimum 2-5 years’ experience supporting any Audio-Visual hardware and software.
• Minimum 2-5 years’ experience with Zoom Meetings, Events, and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms.
• Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, Logitech devices and monitors.
• Strong written and verbal communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely and the ability to communicate clearly and professionally with end users, Executives, and IT management.
• Must be comfortable presenting in front of a camera and audience to deliver virtual training and webinars. The ideal candidate will be able to deliver engaging training and presentations.
• Minimum 2-5 years of working knowledge and hands-on support of Windows 10 and Windows 11 in an Active Directory environment
• Must be able to work independently and self-directed, and within a team
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals required
• Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams
• Strong communication (written and verbal), multitasking and customer service skills
• Work effectively in a team environment to maintain Service Desk coverage and support model
• Proficient in managing multiple tasks at one time and prioritizing said tasks
• Experience supporting smart phones including iPhone and Android models
• Strong problem-solving skills
• Must be proactive, punctual and be able to multitask efficiently.
• Strong planning and organizational skills
• Demonstrated skills in working with users in person and remotely

What Would Be Nice To Have :

• College degree is must.
• Experience with minor troubleshooting for printers

What We Offer :

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.