Deskside Support

We have an urgent position below.

Certification: A+ Hardware, Microsoft (preferred), ITIL (preferred), CCNA (preferred)

Hardware Support: PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones, Video Conference Room Devices (Audio & Video)

Tools: Windows OS, MS Office, O365, Mac OS (preferred)

Ticketing System: Service Now (IM, SRM, AMDB, CMDB, Knowledge Management)

Others: Excellent Communication – soft skills (read, write & speak)

• Ability to perform on-call support during off-office hours (5:00 PM to 8:00 AM), Sat/Sun, and public holidays in case of P1/P2 tickets or any scheduled activity. (Overtime will be taken care of).
• Travel to the nearby site in case of a need (mileage will be taken care of).
• Work from Office on Daily (No WFH)
• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
• Hands-on experience with imaging, reimaging Windows operating systems for desktops and laptops
• Ability to move/lift/carry up 50 lbs of weight
• Safely move equipment point to point using wheeled carts and vehicles
• IMACD & Asset Inventory experience
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops and solve common issues.
• Ability to use remote desktop connectivity applications
• Working knowledge of imaging utilities such as Ghost, SCCM, etc
• Delivery and setup of PC equipment to end-users.
• Use the trouble ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction.
• Ability to provision and support wireless devices. (E.g., Black Berry, Android, and iPhone)
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency for installation of desktop software and troubleshooting
• Working knowledge of Microsoft Active Directory and GPO
• Strong troubleshooting skills
• Significant, demonstrated experience with Microsoft Windows operating systems
• Clients:
  Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
• Servers: 2012, 2008 r2, 2008, 2003, 2000
• Functionally capable with Apple OS X
• Advanced troubleshooting skills with hard drive encryption software
• Advanced-level skills in the Microsoft Office Suite:
• Word, Excel, PowerPoint, Outlook configuration issues with Exchange
• Strong client-side remote access troubleshooting skills
• Demonstrate strong skills supporting printers in an enterprise environment
• Advanced knowledge of client-side management tools—Microsoft Active Directory, GPO, and Systems Center Configuration Manager (SCCM).
• Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools
• Strong software installation and support skills
• Disciplined, systematic problem-solving skills required

The technician needs to have experience in IMACD tasks listed below.

(IMACD = Install Move Add Change Dispose)

• Troubleshoot and resolve end users' IT issues in their PCs (desktop, tablet), mobile phones, printers, and other IT devices in the user's environment
• Support installations, moves, adds, changes, and disposal (IMACDs) requirements.
• Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software, and related services at designated customer sites;
• Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the services provided by the provider, as a customer-retained function, or as a third party); and
• Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet service…