Senior Desktop Support Engineer

4 days ago

bangalore, India XpertHunt Full time

Good Day,


Hope you are doing well


This is Selvakumar speaking on behalf of XpertHunt. Our client has an immediate requirement for a "Senior Desktop Support Engineer," and this role is moving quickly.


Feel free to let me know if you need more sentences or if you have any specific requests.


Job Description:

Position: Senior Desktop Support Engineer

Department: Information Technology

Reports To: Manager, IT Services


Job Scope and Accountabilities:


Overall responsibilities for troubleshooting hardware, software, and networking issues of end-users in a global workforce both on-site and remotely.

Key Responsibilities:


Providing 1st, 2nd, and 3rd level support services via phone, in-person, Teams and TeamViewer.

All desktop and laptop computers, phones and network connectivity to applications, email-related issues; including support for Macs.

Closure of calls and IT tickets within defined service levels; ensure assigned user requests are resolved or escalated as required.

Work with team members to research and document problem resolutions.

Ensure all Incidents, Service Requests and tickets are logged, updated, and closed in a timely manner in Jira Service Desk.

Deploy new equipment to users, as required.

Escalate issues to manager, team members, or other teams as appropriate for quick resolution.

Document solutions and procedures into the knowledge base.

Responsible for testing and deployment of Americas equipment (i.e., laptop, desktop, tablets, etc.).

Work with vendors to schedule and repair end user hardware issues.

Management and maintenance of SCCM/Intune and JAMF environments. Including deploying applications and images to PCs and Macs.

Creating and maintaining users and computers within Active Directory.

Maintaining VOIP system.

Assist with other projects or assignments, as required.


Qualifications and Experience Required:


Required:

Experience using Jira Service Desk or other ticketing system.

3-5+ years working within a large multi-country desktop support environment.

Solid understanding of Networking concepts.

Hardware skills Desktops, Laptops, Multifunctional Network Printers.

Extensive experience with Windows operating systems operating systems.

Strong knowledge and the ability to troubleshoot Active Directory Users and Computers, network connectivity issues, etc.

Strong working knowledge of Office 365, OneDrive, and SharePoint online.

Experience with Enterprise Collaboration tools (SharePoint, Teams, Zoom, WebEx), and Endpoint Security Software

Strong analytical and deep-dive problem-solving skills across multiple disciplines. (HW, OS, Network, etc.).

The ability to prioritize and field tier I-III support requests, via ticket, email, phone, and occasional ad-hoc walk-ups, in a high-volume IT queue.

Ability to deploy and support office equipment (printers, projectors, video conferencing); and Able to execute office moves of workstations including standing desk setup, cable management and coordinate with the facilities department.

Well organized with strong HW\SW inventory, asset/license management and capacity planning abilities.

Management and deployment experience using SCCM/Intune.


Desired:

Current industry certifications such as MSDST, MCP, CCNA, A+, Security+, Network+, or similar.

VoIP Support experience.

Experience working with and Mac (Client) operating systems.

Management and deployment experience using SCCM/Intune.

Management and deployment experience using JAMF, or similar.

Experience with VMWare Horizon view, or similar is a plus.



Interpersonal Skills:


Excellent interpersonal, written, and verbal communication skills required:

Professional demeanor both in person and via phone, email, and messaging systems.

Must be able to deliver information effectively and clearly to a range of audiences (both technical and non-technical colleagues).

Strong focus on professionalism and customer satisfaction.

Excellent problem-solving skills to be able to approach and resolve issues; demonstrated aptitude to troubleshoot technical problems.

Ability to multi-task in a fast-paced, changing environment with time management and organizational skills to resolve issues in a timely manner.

Ability to work independently, but also collaboratively within a global team environment.


Full commitment to conduct business with the utmost integrity and in full compliance with the law is essential.



With Regards,

Selvakumar Vellaisamy

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