Deskside Support Engineer Jobs

Summary:

The Deskside Support Engineer II provides end user support across the organization’s desktop, network, telephony, and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.

Key Duties and Responsibilities:

• Use tools and methodologies to load, copy and customize operating system configurations for deployment.
• Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment.
• Manage and resolve tickets within prescribed SLAs using Remedy.
• Proactively suggest modifications and additions to desktop standards and guidelines
• Arrange and/or prepare equipment for shipping/receiving.
• Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software.
• Install, configure and support all desktop applications (such as MS Office, Outlook, Skype for Business, One Drive, softphones, HDD to HDD Imaging / Ghosting, printer, scanner, bio metric, data encryption, VPN, WIFI configuration, and firmware updates for deskside equipment such as Cisco & Avaya phones)
• Manage local DNS/DHCP/File server/Tivoli server to support day-to-day operations.
• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Build and support Windows, MacOS and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance.
• Install and support BitLocker encryption software on all workstations.
• Manage testing and failover of the business continuity plan.
• Maintain hardware and software inventory.
• Perform basic troubleshooting of phone issues and assist the telephony team as needed.
• Setup and maintain training rooms.
• Diagnosis, repair and/replace hardware such as motherboards, SMPS, RAM, laptop LCD screens, laptop keyboard, proc coolant, Avaya hard phone configuration, video conferencing equipment, etc.
• Coach end users on basic software, hardware and peripheral device operation
• Support and maintain user account information including rights, security and systems groups.

Qualifications and Experience Required:

• Experience supporting VOIP-enabled contact center preferred.
• Deep technical knowledge of desktop/laptop hardware and software applications
• Flexibility to work overtime as needed.
• 4+ years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards.
• Proficient in current protocols, operating systems and standards including Windows 10, MacOS
• Experience managing Active Directory at the Organization Unit level
• Ability to lift up to 50 lbs
• Demonstrable experience using desktop management tools such as WDS, WSUS, SCCM, Bomgar, Zoho, BigFix or equivalent.
• CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor’s degree/diploma in Computer Science preferred.
• Proven expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices.
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.