Desktop Support Engineer

The Role

Desktop Support Engineer (DSS). Required Technical Skill Set:
Install, Configure, Maintain and troubleshoot end user desktops, laptops, peripherals, printers, and related devices.

• Deskside Support will provide incident and request management support to all end user devices (Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, etc.).
• Incident handling: troubleshooting and break-fix; follows incident management process.
• Service Requests: IMAC (Installation, Movement, Addition or Change) of new or existing end user device hardware/software components.
• Software application support for applications both commercial off the shelf and customer developed.
• Queue management for incident resolution and request fulfillment.
• Desk-side support provides support in both local language and English.
• Perform ICMS and PC sign-off on every PC deployment and collection.
• Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
• Conduct end user device and related testing.
• Provide status updates to the ticketing tools in a timely manner.
• Assist in end user support or consultations.
• Address day-to-day desktop support process issues.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Receive, diagnose, assess and resolve Deskside Incidents related to: software issues with applications; perform troubleshooting; complete re-image if required.
• If the problem cannot be resolved by re-installing the application, route the Deskside Incident back to the Application resolver group responsible for the application.
• Escalate to the manager and Deskside Support Lead when a recurring issue is beyond control.
• Arrange on-site access & support when required.
• IMACs - Prepare new and existing equipment for deployment; move existing equipment and update configurations as necessary.
• Change an existing hardware/software component and verify functionality upon completion.
• IMAC updates in CMDB.
• Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software that could not be installed by SCCM).
• Provide a minimum of 15 minutes of familiarization training to end-users upon completion of a new PC install, if the end user is available.

Essential skills/knowledge/experience:

• Strong English proficiency and interpersonal skills.
• Provide incident and request management support to all end user devices (as listed above).
• Experience in Windows and non-Windows operating environments.
• IMAC of new or existing end user device hardware/software components.
• Provide and maintain warranty/maintenance documentation for assets, to be included in Operations Manual.
• Recommend and apply solutions, including on-site repair for remote users.
• Install, organize, test, maintain, check and troubleshoot end user workstations and related hardware and software.
• Provide support to end users relating to hardware, software, applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• On-site analysis, identification and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
• Creation/restoration of images and patch upgrades using SCCM.
• Participate in the design, architecture and engineering of software deployments/installation processes.
• Provide user support via remote access tools.
• Communicate effectively with Business/Management and Vendor resources and acquire knowledge from them.
• Knowledge of Asset management.
• Preferred
  
  Certifications:
  
  MCSA (Win 7 Enterprise Desktop Support) and ITIL Foundation/Intermediate.

• Knowledge of Asset management.
• Good to have service transition experience.
• Other relevant desktop support experience and certifications as applicable.

TCS offers competitive salary packages with pension, health care, life assurance, laptop, phone, and access to extensive training resources. We provide health & wellness initiatives and sponsor events such as the London Marathon.

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