Desk Side Support Engineer ($22 per hour on w2)

Job Description

Role – Desk Side Support Engineer

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Location – Phoenix, Arizona

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Rate : $22/hr. on w2

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JD: Responsibilities :-

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Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA

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SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved

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Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.

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Team Management - Team building and handling skills and act as a bridge between the leadership and team members

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Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.

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Transition - Due diligence and coordinate with the transition team for proper implementation of the process

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Tech Bär Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.

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Automation - Process improvement and automation opportunity to be explored and implemented

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Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.

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Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team

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Technical Requirements:

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Disciplined, systematic problem-solving skills required

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Windows Operating systems 10 & 11 with troubleshooting

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Clients: Windows7, Windows Vista, Windows XP, Windows 2000

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ITSM ticketing tools such as ServiceNow

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Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

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MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

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Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),

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VPN and remote dial-in users