Deskside Engineer

Job Title

Responsibilities

Good in data analysis and reporting using MS Office and ITSM tools

Coordinate desktop changes to avoid deployment collisions

Prepare requests for rollout

Prioritize change requests

Create rollout plans for change requests

Coordinate implementation process

Keep track of requests and make sure they are implemented as planned

Participate in incident handling concerning desktop changes

Participate in projects concerning bigger desktop changes, for example rollout of new antivirus

Microsoft environment knowledge (desktop & server)

Have good technical understanding of the products building up a desktop service

Experience from the desktop environment

Understanding and experience of change management process

Technical requirements

Phone support experience necessary

Technical service desk or technical call center experience is necessary

Disciplined, systematic problem solving skills required

Windows operating systems

Clients:
Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 8, Windows 10

Servers:
Windows 2000, Windows 2003, Windows 2008

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as Remedy, Client Service Center, client Service Center

Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox)

VPN and remote dial-in users

Support for laptop, desktops, and printers

PDA and blackberry support

Others:
Adobe Acrobat and other common desktop applications like Win Zip, etc

Soft skills

Excellent communication and conversation skills (verbal and written)

Good documentation skills

Good working knowledge of MS Office (including MS Project and Visio)

Should have great customer handling skills

Able to handle unforeseen situations

High level of acceptance

Can drive HCL's value and its methodology

Other skills/experience

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

Personal dedication to providing high quality, superior service at all times

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared

Ability to learn new information quickly and the willingness to do so at all times

Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week

Customer focus

Teamwork

Technical expertise

Interpersonal effectiveness

Concern for order and quality

SCCM

AD

DHCP

DNS

VPN

Imaging solution

Ticketing tool

NAT

Years of experience

Relevant: 7+ years of service desk/deskside, customer service, and support experience with problem solving involving hardware

Certification requirements

Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred