Desktop Support Specialist

3 weeks ago

Chennai, Tamil Nadu, India Encora Inc. Full time

Desktop Engineer Role Overview

The Desktop Engineer role at Encora Inc. is a critical position that ensures the smooth operation of computer systems for end-users. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require in-person, hands-on help at the desktop level.

Key Responsibilities

  • Provide exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Preferred Azure knowledge, with experience in working with Azure Active Directory.
  • Exceptional windows troubleshooting skills, maintaining, and handling Active directory, O365 issues.
  • Windows diagnosis, OS installation & reimaging, Network Knowledge.
  • Exposure in Asset Management, Laptop/Desktop hardware exposure, VPN, O365, software installation issues.
  • Azure exposure, knowledge in Azure Active Directory, preferred AZ900 certificate.
  • Excellent communication skills and telephone manner.
  • Knowledge and working experience in any Incident management tool.
  • Hand-on experience in trouble shooting windows and MAC machines.
  • 3-5 years of experience in supporting users onsite and on phone / remote session.
  • 3-5 years of experience in an MNC supporting minimum 1000 Users.
  • BASIC DHCP knowledge.
  • Active Directory knowledge.
  • Advanced O365 knowledge.
  • Creating user accounts, reset passwords, unlock account etc. in AD.
  • Creating security /distribution groups.
  • BASIC Knowledge about Proxy server.
  • BASIC Knowledge about IP address, VLAN.
  • Troubleshooting VPN client.
  • Troubleshooting of MAC OS and Windows OS.
  • Troubleshooting Outlook and other software installations.
  • Strong knowledge of Microsoft based operating systems.
  • BASIC knowledge in Antivirus software.
  • Trouble shooting IE, Chrome, Mozilla, and other browsers.
  • Wireless Concept and troubleshooting wireless issues.
  • BASIC Routing and switching knowledge.

Qualifications and Skills

  • Install desktop OS, messaging client, applications such as Office Suite, Adobe Acrobat, WinZip, as per software deployment policy, and add or remove accessories, peripherals or mobile devices and configure PCs.
  • Configure desktop and laptop as per the desktop/laptop standardization policies.
  • Configuration of internet settings and proxy settings.
  • Configuration of mail clients and troubleshooting mail client related issues.
  • Troubleshoot and resolve desktop / laptop OS issues.
  • Isolate system issues; diagnose standard software issues and report hardware issues to respective vendors.
  • Troubleshooting printer / scanner related issues at users' desktop/laptop and reporting hardware issues to vendors.
  • Manage disk and folder sharing, and permission settings on desktops.
  • Assist users in accessing applications based on standard SOPs.
  • Installation and configuration of application clients (as per SOP).
  • Vendor co-ordination in terms of Call logging, tracking and closure for OEM calls pertain to hardware, software, and networking support.
  • Provide VIP support to the identified list of users.
  • Broad knowledge of hardware troubleshooting, upgradation, and repairs of all apple hardware Like Mac pro, MacBook, MacBook Pro, MacBook Air, iMac, iMac pro, iPad and iPhones.

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