Desktop Support Engineer

Job Description Must Have Technical/Functional Skills Strong knowledge of desktop/laptop hardware Good knowledge of Windows 10, Windows 11 and MS Office Knowledge of Mac OS is preferred Understanding of daily operations and delivery processes Application/software installation and troubleshooting Knowledge/exposure to ITSM-based ticketing tools (e.g., ServiceNow, Remedy) Windows system administration Strong troubleshooting skills Hardware, operating system and software knowledge of laptops, desktops, mobile devices and printers Working knowledge of supporting computer peripherals such as printers, scanners and non-standard devices Understanding of Active Directory and networking Hardware, operating system and software knowledge Roles & Responsibilities Provides second-line investigation and diagnosis. Resolves and closes incidents/service requests as per procedures and allocated timelines. Logs relevant incident/service request details in the ITSM tool. Communicates with clients regarding incident progress. Ensures tickets are updated at all times until issues are resolved. Complies with QHSE and IT policies. Liaises with clients, IT support groups and third-party providers when necessary. Performs staging of PCs. Performs IMAC (Install, Move, Add and Change) activities for end-user hardware. Conducts hardware and software maintenance and support. Troubleshoots and resolves PC incidents and VIP requests. Assists with IT security issues and virus elimination. Creates and maintains documentation for scope of work. Provides special events coverage and meeting room, VCON and voice device support. Maintains hardware inventory, spare-part stocking and asset management. Manages stock. Provides break-fix services to nearby sites using device exchange or loaner PCs. Coordinates with hardware vendors for break-fix activities. Performs imaging, provisioning and workstation setup. Updates asset management databases including hardware and software. Manages logistics for PCs and other devices. Coordinates activities with third parties to resolve IT issues or complete service requests. Follows standard operating procedures documented in the knowledge management system. Provides training and demonstrations to end users when needed. Performs onsite administrative tasks such as backups and OS migration. Provides onsite operational support for industrial mobility devices. Supports company-owned mobile phones, tablets and BYOD devices. Supports asset disposal activities. Coordinates with regional/global support groups for request resolution and escalation. Provides operational support for standalone printers, including driver installation, connectivity and software-related troubleshooting. Provides operational support for standalone printer/scanner/fax devices. Loads and reloads PCs with standard images for deployment of kiosk devices Salary Range: $60,000-$70,000 a year TCS Employee Benefits Summary Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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ID 437926

BACHELOR OF COMPUTER SCIENCE