Sr. Engineer

Sr. Engineer

Desktop/Laptop Hardware related troubleshooting Create, test and develop current Workstation images. Prepare and configured new laptops/workstations specifications as assigned End User Computing (EUC) Device Refresh as part of BAU (any bulk refresh will be treated as separate project activity) Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services Provide onsite PC repair, virus and spyware remediation, maintenance/rejuvenation, data recovery, networking and upgrades. Windows upgradations through SCCM agent. OS and application installation: Windows migrations and deployment of customized images using SCCM Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax support Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices Analyzed and diagnosed DNS/DHCP/VPN and other networking issues End user issues related to network, IP config, windows troubleshooting Actively worked with hardware and software vendors to resolve client issues in a timely manner Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications. Installation of printers, Configuring conference room facilities IP Phone installation, troubleshooting O365 configuration, troubleshooting Other aspects related to End user computing Deskside Support Spares management Installs, moves, adds, changes of hardware and software packages (IMAC);Hardware life cycle management Security compliance Populate Knowledge Management system with resolutions and workarounds Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints Enterprise Mobility Management administration enrollment and management of mobile devices. Adept knowledge on Airwatch ¿ intelligent hub/MDM/ intune / azure Fault diagnosis / troubleshooting Maintain the Service Now queue of an average of 5 20 tickets per day, resolved Level 1 2 support issues Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary Adept knowledge on Software Center(SWC) and ServiceNow Knowledge of Okta and its usage.