Desktop Support Engineer Operations

On-Site Desktop Support opportunity in Instanbul

• Participate in troubleshooting for both hardware and software issues;
• Perform general onsite, hands-on support for technology, Equipment, and/or Devices and supporting the troubleshooting and resolution of technical issues and execution of Service Requests at Customer Locations
• Laptop provisioning support with proficiency in both Windows and MacOS
• Understanding of endpoint management tool Intune and JAMF to manage and troubleshoot the devices and applications.
• MACDs;
  Hardware changes (e.g., hardware installation and testing upon configuration);
• Server/Storage reboots;
  Power cycles;
  Post-deployment validation of service functionality;
• Provide onsite escorts for Third Parties;
• Customer Location survey updates (rack elevations, current equipment, etc.);
• Video room support including endpoints and meeting room panels;
• Assisting with live events as requested by Customer
• Activities requiring onsite support (e.g., helping to resolve Network and compute issues in collaboration with the vendor(s) providing infrastructure and network support).
• Perform deskside support as part of onsite troubleshooting and resolution activities to address issues with user equipment (e.g., User Devices, user software).
• Onsite troubleshooting of User Devices (e.g., address driver issues, hardware fault diagnosis, peripheral support, device provisioning follow-ups, OS issues, network access issues);
• Onsite troubleshooting of Software issues for Software included in the User Device configurations (e.g., Microsoft Office, Adobe Creative Cloud);
• Validating that conferencing systems, telepresence systems, and video conferencing suites are operational
• Knowledge on endpoint management tools,
• Checking networked printers and MFDs for error messages
• Where required, address appointments scheduled requiring onsite support (e.g., new employee onboarding)

• Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services
• Troubleshoot, diagnose, and resolve Incidents for devices and software (OS), including removing and repairing physically broken or inoperable devices
• Conduct tests of repaired device to ensure such device operates appropriately and contains the End User images
• Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide “how-to” assistance). Cognizant responsible for providing instructions/guides to Partner Technicians, to be shared with the End Users.
• Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives
• Replace devices through warranty services that cannot be repaired onsite, as appropriate
• Provide immediate replacement devices (e.g., hot swaps) for devices that cannot be repaired onsite
• Restore work area to pre-repair condition upon completion of any End User support activity
• Obtain End User acknowledgement for completion of Service Requests
• Provide ‘Smart Hands & Feet’ for audio and visual conference room support (e.g., setups, break-fix, technical support) per Service Requests at designated client locations and during designated service hours
• Manage/coordinate third party audio and visual equipment installation projects (at FTE sites and act as escort at dispatch sites if required.
• Support to assist End Users with third party coordination and set up of End User devices including coordination with third party mobile data and voice carriers)
• Configure all BIOS and hardware settings if required
• Configure Operating System settings and system drivers if required
• Configure all Applications included within the Core Image and any base…