Desktop Support Engineer

Job Description

Roles and Responsibilities Job Role: Consultant Desktop Operations Experience: 3-5 Years 1. Should have good communication and interpersonal skill. 2. Handle daily technical support activities on desktop support, data network and server management. 3. Install and test desktop software applications and internet browsers. 4. Test computers to ensure proper functioning of computer systems. 5. Train end users on usage of computer hardware and software. 6. Extend computer support for systems’ software and hardware. 7. Interact with staff on desktop problems and their resolution. 8. Network and connect computers within organization to better communication. 9. Maintain computer peripheral devices like printers and resolve associated problems. 10. Conduct remote troubleshooting. 11. Test alternative pathways until you resolve an issue. 12. Customize desktop applications to meet user needs. 13. Record technical issues and solutions in logs. 14. Direct unresolved issues to the next level of support personnel. 15. Follow up with clients to ensure their systems are functional. 16. Help create technical documentation and manuals. 17. Team player and address end user escalations proactively. 18. Address complex issues and resolve issues in specified time frame. 19. Monitor tickets and engage team members to act on tickets proactively. 20. Maintain Tracker for Tickets worked by Agents. 21. Maintain the SLA and take ownership of client escalations. 22. Provide Weekly Report for Desktop Team. Key Competencies: 1. Hardware and software troubleshooting (Preferred: Office 365, VPN, Antivirus Software, Proxy, Backup tool, BitLocker/Symantec Encryption). 2. All operating systems (Windows, Linux, and mac) 3. Ticketing tool knowledge. 4. Asset Management. 5. Basic networking and server knowledge (Active Directory, DNS, DHCP etc.) 6. Patch management. 7. Basic knowledge on Firewall, switches, Access points and VPN technology.