Desktop Support Engineer

2 weeks ago

bangalore, India Excis Compliance ltd Full time

TheBand 1 Desktop Technician will provide day to day localremotedesktop support receive inbound calls answer questions troubleshootand document steps performed to resolve challenges with hardwaresoftware and application issues in a ticketing system. Thecandidate will also need to facilitate customer resolution forcalls and engage their supervisors and managers to ensureoperational consistency across all shifts within the IT SupportCenter. Desktop Support Engineer provides Break Fix fault diagnosisand resolution. Providing fault analysis to customer s various coreoperating systems and platforms as well be able to provide supportand apply desktop fault resolution for the approved applicationsuite. Ideal candidate should have 23 years experience in WindowsDesktop support.

Reading error codes flashed up on thedevice

Swapping out hardware

Tracing faults using diagnostic devicesand software

Upgrading components

Assisting the support staff of otherserviceproviders

May require some staggeredshifts

Willrequire some travel to sites

Other duties may beassigned

Common inventory management techniquesknowledge

Daily Weekly and Monthly Reporting on ITStock.


Requirements

Years ofexperience: Intermediate typically 1 to 3years of applied skills andexperience

Supplierresources have completed industry standard training andcertifications to include A certification or have equivalent workexperience at a minimum of 3years.

Completion ofrequired training and certifications or have equivalent workexperience at a minimum of 3 years. to perform warranty hardwarerepair of HP Dell and Lenovo devices including warranty partsordering repair/replacement and defective partreturn.

Workingtechnical knowledge of Windows operating systems to allow forresolution of issues or full rebuild of the PC using clientspecific documentation provided by theclient.

Familiarity withOSX iOS and Android operating systems in order to providebesteffort support to End users using relateddevices.

Workingtechnical knowledge of Microsoft Office Products antivirus productsdesktop services to allow for resolution of software applicationissues.

Ability toutilize provided knowledge article to resolve issues with clientspecificapplications.

Customerfacingsoft skills including strong verbal and writtencommunications

Ability to applyintermediate level of subject matter knowledge to solve a varietyof common ITissues.

Exercisesindependent judgment within defined practices and procedures todetermine appropriateaction.

Acts as aninformed team member providing analysis of information and limitedprojectinput.

Evaluates uniquecircumstances and makes technical and proceduralrecommendations.

Distinctiveservice and customerorientation

Fluent Englishin spoken andwritten

Conversationallocallanguage

Close attentionto detail and ability to work independently as well as part of ateam on multipleprojects

Must be able tohandle multiple tasks and adjust priorities withindeadlines


Years of experience: Intermediate, typically 1 to 3 years ofapplied skills and experience Supplier resources have completedindustry standard training and certifications to include A+certification or have equivalent work experience at a minimum of 3years. Completion of required training and certifications or haveequivalent work experience at a minimum of 3 years. to performwarranty hardware repair of HP, Dell, and Lenovo devices includingwarranty parts ordering, repair/replacement, and defective partreturn. Working technical knowledge of Windows operating systems toallow for resolution of issues, or full rebuild of the PC usingclient specific documentation provided by the client. Familiaritywith OSX, iOS, and Android operating systems in order to providebest-effort support to End users using related devices. Workingtechnical knowledge of Microsoft Office Products, antivirusproducts, desktop services to allow for resolution of softwareapplication issues. Ability to utilize provided knowledge articleto resolve issues with client specific applications.Customer-facing soft skills including strong verbal and writtencommunications Ability to apply intermediate level of subjectmatter knowledge to solve a variety of common IT issues. Exercisesindependent judgment within defined practices and procedures todetermine appropriate action. Acts as an informed team memberproviding analysis of information and limited project input.Evaluates unique circumstances and makes technical and proceduralrecommendations. Distinctive service and customer orientationFluent English in spoken and written Conversational local languageClose attention to detail, and ability to work independently, aswell as part of a team, on multiple projects Must be able to handlemultiple tasks and adjust priorities within deadlines

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