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Desktop support lead

2 weeks ago

Gurgaon, Haryana, India Microland Full time ₹ 8,00,000 - ₹ 12,00,000 per year
Job Description

Field Services support Engineers primary responsibility is to provide support to an organizations IT systems to help them meet their business goals, this is done by ensuring that computers and services operate efficiently with high uptime. As a desktop engineer, you may need to repair and install client desktop computers and assist the end-user in securing their hardware. This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and basic network queries

  1. To support daily technical support activities for computers & all other end point devices
  2. Update the support ticket with the progress
  3. To set up and test desktop computer peripherals
  4. To perform the system changes adhered to organizational policies
  5. Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance
  6. Maintain technical documentation in association with other functional departments

Technical Skills

Hardware and Basic Networking:

  1. Hardware Knowledge on multiple vendor end point products to troubleshoot & isolating hardware issues
  2. Ability to install drivers and configure
  3. Ability to provide physical support for mounting of DC HW, basic connectivity establishment
  4. Ability to Install remote tools like Putty to establish connectivity between two devices
  1. Ability to replace allowed HW components (such as HDD, memory)
  2. Ability to work with various assessment tools to identify the different hardware models available
  3. Ability to test the compatibility of Image with the various hardware models available, where needed

Windows Operating System:

  1. Support desktop technology and desktop applications in Windows environments, including remote access tools
  2. Maintain Windows Desktop, VDI, laptop and thin client builds & deploy images on multiple desktops independently
  3. Install, configure, and manage end point/test servers; help troubleshoot basic server issues on escalated client issues
  4. Working knowledge on AD Users & Group administration, FSMO Roles, Site and Subnets
  5. Technical understanding of FRS Configuration / Troubleshooting
  6. Global Catalog Server, AD Group Policy
  7. Technical understanding of AD tools and resource kit tools, Software, service pack installation
  8. Install, configure, and manage multiple Client OS; Help troubleshoot client OS issues; Knowledge on various OS servicing tools like DISM, Sysprep etc.
  9. Ability to generalize and globalize the Image OS to standardize the Image being rolled out using SOP, ability to install and configure client applications independently

Exchange and Mobility Clients:

  1. Knowledge of exchange server, software, service pack installation, troubleshoot various server related issues, troubleshoot non-delivery reports (NDRs), tracking emails. Knowledge of mobility server/device
  2. Ability to configure multiple mailboxes
  3. Ability configures rules and calendars, configure extended calendars
  4. Ability to customize (such as signature, meeting)

Printer management:

  1. Ability to troubleshoot and manage service calls for printers & copiers locally and remotely

Backup and Recovery:

  1. Technical understanding of native backup management tools & different types of backup
  2. Ability to fix independently at client end or in collaboration with application owners
  3. Ability to understand and work with the various tools that perform Data Backup and restore
  4. Ability to work with and troubleshoot multiple types of Data backup toolsMethods

Audio, Video support:

  1. Understand the functionality of Audio, Video & conference devices
  2. Ability to carry out SOP based troubleshooting (such as functionality of client software & services)
  3. Ability to work with supplier / OEM in fixing / upgrade if any

End Point Security:

  1. Exposure to native and 3rd party antivirus management tools along with understanding of Virus definitions/signature update, etc.
  2. Basic Knowledge of data encryption, AV, DLP, desktop firewall, VPN, AD policies
  3. Ability to provide hands and feet support during application server troubleshooting (such as check Synchronization issues on server).
  4. Ability to Install Configure AV as per SOP
  5. Ability to test and troubleshoot issues related to including AV, SCCM client etc. in the image.
  6. Ability to understand the working and configuration of DLP, various VPN solutions
  7. Ability to carry out basic administrative tasks (such as DB cleanup, Create policies)
  8. Ability to provide support for client end related issues.

Vendor co-ordination:

  1. Work closely with Vendor management team to keep track of all open IT vendor and OEM related issues, co-ordinate & work with vendors and OEM point of contacts on repair and maintenance of IT equipment

Asset management:

  1. Maintain accurate asset management records & work closely with asset management team

Incident management:

  1. Knowledge on incident management process & end to end co-ordination with incident management team for any end point related incidents
  2. Work closely with incident management team to define best practices to timely detect incidents & report for reduced downtime

Patch management:

  1. Knowledge on desktop patching process & the tools used for patching
  2. Work closely with patch management team to test the patches before rollouts to avoid any service disruptions
  3. Work closely with patch management team to define best practices to avoid end point patch failures & increase patching efficiency

Unique Skills:

MAC Support:

  1. Able to differentiate between various MAC OS versions
  2. Able to identify hardware issues & run hardware diagnoses
  3. MAC OS Build experience - online and ISO image
  4. MAC OS administration (add to domain, file sharing, folder sharing, network share, printer config and etc)
  5. User administration (local user creation, password reset and etc)
  6. Knowledge on JAMF (software distribution, patch distribution & etc)
  7. Installation & troubleshooting of application/software (Microsoft, Security app)
  8. Knowledge on file vault (hardware encryption)
  9. Basic Linux knowledge is an added advantage

VIP Support:

1. Primary point of contact for VIP and their technical needs.

2. Create VIP support strategy

3. Provide event support, setup AV and live stream equipment

4. Maintain key infrastructure and create infrastructure support strategy

5. Escalation point for tier 1 & 2 IT support specialist to provide top-notch support for our local offices as well as our world-wide remote office workers

6. Performing advance level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices and network services

Behavioral and Management skills

  1. Good verbal & written communication skills
  2. Analytics skills to analyze ticket information and data trends to help increase the computer systems performance and efficiency
  3. To think out of box for new ways to increase performance, functionality to existing computer systems
  4. Ability to collaborate and work in a team, Delegation and managing conflicts
  5. Planning, organizing & prioritizing skills
  6. Decision making and Problem Solving
  7. Planning, organizing & prioritizing
  8. Project Operations Management skills
  9. Stakeholders Management Timely updating, escalation and coordination with customer leadership team
  10. Active listening skills, Time Management
  11. Organized and creative: Must be able to respond to tight timelines and can problem-solve with creative solutions that enhance the employee experience
  12. Analytical and strategic: Need to be able to use data to generate insights and reports that translate into strategic initiatives to improve processes
  13. Excellent Communication Skills: You will be working very hands-on with a variety of teams and departments, must have great interpersonal skills, verbal and written that are effective in a team environment
  14. Team management skills: You will be working with large number of resources deployed at various locations & client sites, this role requires strong team management skills to manage such large team of field Services