L1 Desktop Support Engineer

4 weeks ago

Gurugram, India Excis Compliance ltd Full time

Engineershall perform the following inscopetasks:

Incidentmanagement problem management change management request fulfilmenthands and feetsupport for the below mentioned assets (not limitedto)

Endpoint Devices(e.g. Desktops/Laptop/MacBook/Notebook/Tablets/Mobiledevices)

andassociated systemsoftware.

VirtualDesktopInfrastructuredevices and thinclients

Handheldcomputing hardware devices and associated system software (i.e.smartphones andtablets)

IP& analogphones

Audio &Video conferencing endpointdevices

Projectors

Engineer sshould beproficient inEnglish and fluent inlocal language and will act as a singlepoint of contact for Executives at office or while travellingacross clientsites.

Management ofLocal Servers File & Print servicesManagement

Coordinate withthe Service Desk and other necessary entities including thirdparties and client support organizations to provide the technicalsupportservices

VendorCoordination for service break fix part of contracts oncall Billing& Invoices (DedicatedLocation)

Basictroubleshooting of LAN WAN &WLAN

Vulnerabilitymanagement ( limited to Laptops andDesktops.)

Level 1 Mobiledevicemanagement

IncidentManagement and ticket routing and followup Level2

Coordination forchangemanagement

Level 1management of voice and data cabling /services

Routine checkupof Server room facilities and common services like meeting rooms VCrooms andconferencingfacilities

Lifecyclereplacements and PCimaging

Assetsmanagement reconciliation and disposalcoordination(dedicatedlocations)

Meeting / eventfacilitypreparation

Employee onboarding and off boardingprocess

Projectcoordination and deployment support asneeded

Monthlyreporting to IT Service Management andgovernance

Coordinate withEnd User or other site staff to schedule technicalsupport

Inclocations in response to an escalated Incident or ServiceRequest

Troubleshootdiagnose and resolve Incidents for devices and software includingremoving

andrepairing physically broken or inoperabledevices

Conduct tests ofrepaired device to ensure such device operates appropriately andcontains

theEnd Userimages

Provideinstructions and usage assistance to End Users with respect todevices and software(e.g. installation instructions providehowto assistance). Responsible forprovidinginstructions/guides to EngineerTechnicians to be shared with EndUsers.

Assist End Usersin the execution of data backups or in restoring lost or damagedfiles from filebackups of localdrives

Ifany parts needs to be replaced and if it is notavailable submita Service Request for followupreplacement

Raise a requestto replace devices through warranty services that cannot berepaired onsite asappropriate

Raise a requestto provide immediate replacement devices (e.g. hot swaps) fordevices that cannot be repairedonsite

Restore workarea to prerepair condition upon completion of any End User supportactivity

Obtain End Useracknowledgement for completion of ServiceRequests

Provide SmartHands & Feetsupport for audio and visual conferenceroom support includingclient campuslocations (e.g. setups breakfix technicalsupport)

Manage/coordinatethird party audio and visual equipment installation projects (atFTE

sites andact as escort at dispatch sites as per theService Requestlogged).

While onsiteprovide Level 2 Support to assist End Userswith third partycoordination and set up of End User devices including coordinationwith third partymobile data and voicecarriers.

Configure allBIOS and hardware settings if required asper the Standard Operating Procedures ( SOP ) provided byclient.

ConfigureOperating System settings and system drivers ifrequired as per the SOP provided byclient.

Configure allApplications included within the Core Image and any base Layeredapplicationsapproved byCustomer as per the SOPprovided.

Ensurethat encryption authentication VPN and other access managementSoftwareis

configuredin accordance with Customer Policies and procedures; and ensurethatnetwork

connectivitysettings are properlyConfigured.

Test patches toEnd User device software while providingServices on an end user laptop orPC.

Implement anddeploy End User device software patches in alignment with clientcorporate compliancepolicies

Implement anddeploy End User device hardware upgrades and software patches inalignment withclient corporate compliancepolicies

Decommission EndUser Equipment from the client asset systems uponthedecommissioning/removal from theclientenvironment

Ticket Content:Ensure ticket updates are comprehensiveand provide all necessary informationrequired.

Escortingbreakfix partner/Vendor up to devicelocation ifrequired.

Incase of shoulder tapped tickets technicians should take approvalfrom client and/orEngineerand get ticket logged before attending theshoulder tappedtickets.



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