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Job Description for Technical Analyst: -
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Job Profile
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Deskside Support L-2 (End User Services). The Technology support engineer will be working within a team structured to provide world class IT services to clients. The team will provide a full range of IT related services onsite, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile / IOS devices.
Support Engineer provides face to face user support at the Tech Lounge and troubleshoot issues for the IT products and services and manage the incident/request queue for the Tech lounge assignment group. Support Engineer must have extensive knowledge of Service Now tool and IT Services.
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Experience TA
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3-6 years’ experience in Desktop or Help Desk Support to domestic and international users.
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Experience ATA
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1-3 years’ experience in Desktop or Help Desk Support to domestic and international users.
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Education
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BE/BCA/BSC
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Skills
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Knowledge of Service Now ticketing or any other ticketing tool
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Office 365 knowledge for preparing of reports and dashboards
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Expert in Microsoft Window 10 and other Client level Operating System
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Troubleshooting and administration of Citrix XenApp/XenDesktop or VDI
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Configuring & Troubleshooting MS Outlook
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Install, upgrade, support and troubleshoot, Windows 10 or any higher OS and Microsoft Office, O365 , MFA and other authorized desktop applications
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Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues
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Rolls & Responsibilities
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Address user tickets regarding workstation hardware, software, networking and Support Software Applications
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Hardware/Application Break Fix - Laptops, Desktops, VOIP, timely coordination, resolution, communication
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Asset Management and record keeping in Service Now
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Office 365 knowledge for preparing of reports and dashboards
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Escalate issues and involve experts wherever required to resolve issues as quickly as possible
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Independently resolve tickets within agreed SLA of ticket volume and time
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Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
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Direct unresolved issues to the next level of support personnel
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User account administration, i.e., account creation or management and password resets, profile setup etc..
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Vendor Management & Coordination
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Conduct remote troubleshooting
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Good Problem-solving skills & Ability to multitask
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Able to work in 24*7 rotational shifts as per business need
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Raise awareness on End User Technology Products & Troubleshoot related issues
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Provide Hardware support - PCs, Laptops, Thin Clients, Mobile or Tablet
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Focus on providing customers with best-in-class support experiences
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Password resets, dbiOS, Remote Access etc..
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Product Demo & Support Events, Provide guidance and training to customers on current technology and IT policies
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Incident / request handling through Service now tool / ITSM
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Deployment and decommissioning of new hardware
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Loan IT asset / accessories for end users
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Handling BYOD / Personal devices
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Knowledge article and New Submission request Process
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Data Preservation
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Acknowledge and address all customer queries, requirements and needs with patience and empathy
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Provide onsite hands-on technical support and insightful advice to customers
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Educate customers on new technology and processes to enhance technology adaption
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Manage customer expectations to enhance the overall IT support experience
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Keywords
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Desktop Engineer.
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Deskside support engineer
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Technical support engineer
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Desktop EUC L1 and L2 Engineer (End user computing)
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Desktop Support Technician
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Engineer Customer support
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