Desktop Support Engineer

Field Services support Engineers primary responsibility is to provide support to an organizations IT systems to help them meet their business goals, this is done by ensuring that all computers and networks operate efficiently with high uptime. As a desktop engineer, you may need to assemble and install client desktop computers and assist the end-user in securing their hardware. This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and network queries.

Responsibilities:

1. To support daily technical support activities for computers & all other end point devices.

2. Update the support ticket with the progress till resolution.

3. Conduct remote desktop troubleshooting of end-user issues.

4. Adherence to organization processes for desktop/laptop configuration.

5. Route/Assign tickets to the appropriate support group, if necessary.

6. Following-up with end users, if necessary, for closure of pending tickets.

7. Following-up with other support groups, vendors if necessary.

8. Troubleshooting Applications, Operating Systems, VPN, HVD, Ms-Office, Outlook, Skype etc.

9. Assist the project team for in-scope assigned desk-side projects.

10. Tracking of asset allocation and movements. (IMAC Process)

Technical Skills:

Hardware and Networking:

1. Ability to differentiate between different type of IT assets.

2. Ability to install and configure end point devices.

3. Ability to configure extended devices (such dual screen)

4. Understanding of VPN, HVD and remote desktop.

Windows Operating System:

1. Ability to Install and troubleshoot different versions of Windows OS independently. E.g. Windows 10 and Windows 11

2. Understanding of desktop applications and how do they work, installation & uninstallation.

3. Understanding of domain setup & ability to add / remove computers to domain.

Exchange and Mobility Clients:

1. Ability to Install and configure email client, troubleshoot connectivity issues on Desktop, Laptop and Mobile devices.

Application Support:

1. Installation and troubleshooting of MSOffice, Skype etc.

2. Basic understanding of Excel.

Audio, Video support:

1. Understand the functionality of Audio, Video & conference devices.

End Point Security/Patch Management:

1. Basic understanding of antivirus management.

2. Ability to Install Antivirus client and configure, where needed.

3. Install patches manually on endpoints (if required).

Process:

1. Understanding of ITIL fundamentals like Incident, Service Request, and IMAC process.

Behavioral skills

1. Good verbal & written communication skills

2. Ability to collaborate and work in a team

3. Active listening skills

Interested candidates please share your updated resume to @divya.arjun@microland.com with the below details.

Total Experience:

Relevant Experience:

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Expected CTC:

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