Geekay Infotech - Desktop Support Engineer - Ticketing System (5-10 yrs)

Job Description :

- Understanding of Ticket process & SLAs-Incidents/service requests & FCR.

- Responsible for troubleshooting of desktop, laptop, printer, scanner, etc. and facilitate in trouble shooting of server or network related issues in coordination of core team / principle vendors.

- Providing technical support for Windows Server, Active Directory, DHCP, Networking, etc.

- Assembling computers and Maintaining company peripheral desktop and network devices regularly, including printers and scanners.

- Creating Profiles to users for customizing desktop settings.

- Ensuring functionality of desktop systems throughout departments through frequent evaluations and routine maintenance.

- Planning and executing routine repairs and system upgrades.

- Making use of helpdesk systems to prioritize work-load and updating queries and calls.

- Installed and configured various applications Software's Like MS Office 2000/XP, MS Projects and MS outlook for mails access and, Internet Explorer.

- Identify & suggest possible improvements on processes & procedures.

Role : IT Support Specialist

Responsibilities :

- Provide first-level technical support, adhering to SLAs and managing incidents and service requests with a focus on First Call Resolution (FCR).

- Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, scanners, and other peripherals.

- Provide technical assistance for Windows Server, Active Directory, DHCP, and basic networking.

- Assemble, configure, and maintain computer systems and peripherals.

- Create and manage user profiles and customize desktop settings.

- Perform routine maintenance and system evaluations to ensure optimal functionality.

- Plan and execute system repairs and upgrades. Utilize helpdesk systems to track, prioritize, and resolve support tickets.

- Install and configure software applications, including MS Office, MS Project, and MS Outlook.

- Collaborate with core teams and vendors to resolve complex server and network issues.

- Identify and recommend process improvements to enhance efficiency.

Required Skills :

- Understanding of IT support processes and SLAs.

- Proven experience in troubleshooting hardware and software issues.

- Knowledge of Windows Server, Active Directory, DHCP, and networking fundamentals.

- Experience with computer assembly, configuration, and maintenance.

- Familiarity with helpdesk ticketing systems.

- Proficiency in software installation and configuration.

- Strong problem-solving and analytical skills.

- Excellent communication and interpersonal skills.