Desktop Support Engineer

Teamware Solutions

Niskayuna, NY

Job description:

A comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications is required.
Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
PC: Desktop/Laptop installation, book end users' schedule for upgrade/refresh, perform users' existing computer system/software/data/printer installed/configuration settings intake before any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Excellent understanding of Windows 10/11 OS, Android OS, Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
Provide onsite and remote technical assistance to End Users.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Develop standard configuration and documentation, develop installation and configuration procedures documentation (KB/KEDB and SOPs)
Coordinate with vendors for the provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergencies at local sites.
Good understanding of O365 and related support activities
Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking, and Firewall
Providing 2nd line technical support, incident & problem management through effective management of the Service Desk Tool
Experience of working within SLAs and ITIL processes
Effective written and verbal communication skills
Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.

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Vacancy posted 3 days ago

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