Desktop Support Technician

Job Description:
As an Onsite Support Technician with a minimum of one to three years of technical experience in providing quality services to end users, the key roles and responsibilities include:

• Provide customer-facing end-user support that includes:
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform break-fix, desk-side support, IMACD's, data migration, refreshes, etc.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could adversely impact the end-user experience and follow through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for the provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement).
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts, and stand-by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide on-call support if required outside business hours on a rotational basis.
• Provide hand and feet support for network data and voice devices.

• Installation of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
• Configuration of phones using SOP and phones movement.
• Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards, etc.) to the network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk.
• Punching the cable for different types of panels like patch panel or IDF or MDF for Krone with Krone tool and punching tool.
• Update the circuit inventory and vendor details for service providers to the network voice team.
• Coordinate with local vendors for ISP, OEM, channel partners, and different teams.

• One to three years of experience in service delivery and end-user hardware and software configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexible for traveling to remote sites or clusters.
• Provide assistance for network-related issues.
• Should be able to lift weight up to 30 lbs at waist level.