Deskside support Engineer

Role- Deskside Support

Location- Redmond, WA

SCOPE OF WORK

SRO Site Support resource is responsible for operations support for all the end points and partner with global CLIENT support resources. This person will work under the guidance of CLIENT managers and resource performance will be reported/managed through weekly/monthly review between CLIENT and HCL.

Roles and Responsibility

• Technical Support: Provide onsite and remote assistance to identify and resolve issues with Windows, Mac OSX, Linux, iOS, and Android platforms. This includes troubleshooting hardware and software issues, resolving connectivity problems, and assisting with system configurations. This also includes coordination with the OEM vendor for warranty laptop/ desktops.

• Cross-Platform Compatibility : Ensuring compatibility and seamless integration between MAC and Windows systems, applications, and services to facilitate efficient workflow and collaboration among users.

• New Hire Induction : Ensure active participation in New Hire indication program under the guidance of CLIENT.

• Tech Refresh : Execute Tech refresh of eligible devices in line with CLIENT guidelines.

• User Training and Education: Conducting user training sessions and creating educational resources to enhance users' proficiency with MAC and Windows systems, applications, and productivity tools. This helps users leverage technology effectively and reduce reliance on IT support for common tasks.

• System Administration: Managing and maintaining MAC and Windows systems, including performing software installations, updates, and configurations. This ensures that systems are up-to-date, secure, and optimized for performance.

• Asset Management: Tracking and managing hardware and software assets, including inventory management, license compliance, and asset lifecycle management for both MAC and Windows devices and applications.

• Site Support : Rack, network, power, and support for servers, switches, APs, UPS units and other equipment as needed and with support of the global IT specialist teams.

• Print Support : Partner with MFP providers and EPE / client engineering to support site print service

• Telecom Support: The vendor resource will partner with EPE / telecom engineering to support end users communications service (aka TEAMs) and meeting room communication infrastructure.

• Hardware procurement: Purchasing new hardware and ensuring that it meets the organization's needs and budget according to the forecast.

• Proactive Tech Refresh: Forecast of tech refresh count and socialize with CLIENT leadership, must monitor the performance of hardware and recommend upgrades as necessary to ensure that it meets the organization's evolving needs.

• User Onboarding :: Facilitating the smooth onboarding of new employees by setting up their Mac or Windows workstations as per established process at CLIENT. Proactively monitor the New Hire list for next week and plan readiness, Raise Shipping Requests for remote locations.

• User Offboarding/Terminations: Follow up with Terms user and collect the Equipment. Provide Equipment Return instructions to Term users. Wipe-out of repurposed assets (Only Eligible assets), System Processing (Drive removal), Collaborate with the vendor for quarterly asset disposal.

• Asset Reconciliation: Perform Monthly Asset verification (Cycle Count) and Extraction of assets from various tools Based on established procedure in CLIENT

• Incident Management: Responding to and resolving IT incidents reported by end users, as per established processes at CLIENT.

• Application Support : Should have knowledge or willingness to be trained on responding to issues related to Enterprise and Business Application such as but not limited to JIRA, Confluence, Service Now, Multi Factor Authentication Portal, Azure Active Directory , Active Directory, Microsoft Exchange (Hybrid), Understanding of the Cloud Applications Vs. On Prem, Office 365 apps.

• Networking: Should have knowledge or willingness to be trained on understanding of basic Networking concepts like IP address validation, Assigning Static IP to Devices, Setting up Remote Desktop Systems.

• Desktop Support Should have knowledge or willingness to be trained on Part Replacements, GPU installations, Providing guidance on Non-Standard IT devices.

• Continuous Improvement: Continuously evaluating and improving IT services and processes, based on user feedback and industry best practices.