Desktop Engineer L1

Overview

Minimum Experience:

4-6 Years

• Experience in providing VIP support and soft skills to handle users.
• Install, configure & troubleshoot desktop & laptop hardware, mobile devices, and associated peripherals and related software.
• Conscious & adherent to Information & Data Security/Compliance.
• Perform onsite updates, configuration changes, or software installations and security patches.
• Meet PC refresh targets and OS build PCs for new joiners.
• Meet 100% SLA for Incidents and Service Requests
• Manage, maintain, and protect customers’ physical IT assets.
• Provide technical support and set up during special events such as conferences.
• Provide onsite technical assistance to authorized users.
• Provide technical support for Teams meeting rooms.
• Excellent troubleshooting skills on Desktops, Laptops, Windows Operating System, and hardware issues.
• Experience in Dell Hardware knowledge, basic hardware understanding (Server, Network Devices, Firewall, Cabling etc..) and basic troubleshooting Network issues.
• Excellent listening skills & ability to communicate in English.
• Should be able to travel (Drive down) to nearby customer locations when necessary.
• Co-ordination with offshore team and Third-party Vendors for break-fix.
• Flexibility to work in on-call support for critical issues during weekend/after business hours.
• Participate in weekly/monthly customer meetings and provide activities report.
• Interest in working in a brewery (Production) environment with personal protective equipment (PPE)

• Good understanding of Incident & request ticket handling
• Service Now or similar ticketing tool.