Software Engineer

Software Engineer

Site Support Engineer The end user computing personnel will be responsible for managing day to day operations of IT Work Place Service at customer premises. The Desktop Technician's role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, mobile devices, video conferencing and other IT equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end user assistance where required.

Desktop Support

• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8 and Microsoft Office and any other authorized desktop/Laptop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Manage & provide technical support for Mobile devices/PDA/iPads etc.
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Is able to troubleshoot and manage Video conferencing equipment in the region
• Asset & Inventory Management
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels
• Safely package equipment for branches and arrange for the transport of the equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks or Mobile devices/ iPads that has authorized access to the network
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to appropriate Vendor/proper tier 3 support team member
• Develop trends by monitoring and analyzing incoming calls, tickets, problems and support requests
• Manage, support & coordinate Print Services

System/Application/Network Support

• Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows OS
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
• Coordinate with network team to provide hands and feet support and also help diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
• Coordinate Troubleshooting network connectivity in a LAN/WAN environment
• Requesting and coordinating vendor support
• When the restoration is beyond the scope of the Desktop Support Administrator the Desktop Support Administrator will escalate the issue/problem to proper Vendor/tier 3 support team member
• Thorough knowledge of Structured Cabling Systems
• Thorough knowledge of network switches
• Working knowledge of WAN MPLS and related WAN technologies
• Develop trends by monitoring and analyzing incoming calls, problems and support requests

Operational

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
• Provide user data and application recovery
• Help Users by coordinating Email account administration, i.e., account creation and management and distribution lists on Exchange
• Coordinate User account administration, i.e., account creation and management and password resets on Active Directory