Desktop Engineer L2

Location: Bengaluru

Role Description s

Deskside Support will provide incident and request management support to all end-user devices.

E.g. Desktop, Laptop, Tablet, thin client, Mac, Monitor, Mobile device, VPN Token, printer, Scanner, Thumb drive, encrypted portable HDD, etc.
Incident handling: including troubleshooting and break-fix; follows incident management process.
Service Requests:
Installation, Movement, Addition, or Change (IMAC) of new or existing end-user device hardware/software components.
Software application support for applications both commercial off-the-shelf and customer-developed.
Queue management for incident resolution and request fulfillment.
Desk-side support provides support in both the local language and English.
Perform ICMS and PC sign off on every PC deployment and collection
Flexible resources to cater for the demand of standby or end-user device-related projects, without compromising daily BAU services.
Conduct end-user device and related testing
Perform site inspection
Perform end-user device inspection
Provide status updates to the ticketing tools in a timely manner.
Assist in end-user support or consultations.
Address day-to-day desktop support process issues.
Analyze completed end-user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
Receive, diagnose, assess and resolve Deskside Incidents that pertain to the
Software issues with applications: perform troubleshooting and diagnose issue, Complete re-image is performed if required.
If the problem cannot be resolved by reinstalling the application, the Deskside Incident is routed back to the Application Resolver group responsible for the application.
In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
Arranging on-site access & support, when required, IMACs—prepare new and existing equipment for deployment
Move existing equipment (PC, notebook, thin client, network printer, etc.) and update configurations, as necessary.
Change an existing hardware/software component and verify functionality upon completion
IMAC Update in CMDB
Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by Intune).
Provide a minimum of 15 minutes of familiarization Training for the end user upon completion of a new PC install, if the end user is available upon completion of installation.

Desired Competencies (Technical/Behavioural Competency)

Strong English & local language proficiency and interpersonal skills.
Provide incident and request management support to all end-user devices.

E.g., desktop, Laptop, Tablet, thin client, Mac, Monitor, Mobile device, VPN Token, printer, Scanner, Thumb drive, encrypted portable HDD etc
Experience in Windows & non-Windows operating environments
Installation, Movement, Addition, or Change (IMAC) of a new or existing end-user device hardware/software component.
Provide and maintain warranty/maintenance documentation for assets, to be included in the operations manual.
Recommend and apply solutions, including on-site repair for remote users.
Install, organize, test, maintain, check, and troubleshoot end-user workstations and interrelated hardware and software.
Provide support to end users relating to hardware and software, computer applications, LAN components, and peripherals.
Determine and execute system reconfiguration needs.
Establish end-user service level agreements.
Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
Supervise the complaint ticketing system and follow timely resolution of all work orders.
Able to configure and use Microsoft enterprise applications (including SCCM and Active Directory).
Creation/restoration of images and upgrading of patches using SCCM.
Ability to participate in the design, architecture, and engineering of software deployments/installation processes.
Demonstrated ability to provide user support by means of remote access tools.
Ability to communicate effectively with both business/management and vendor resources & acquire knowledge from them.

Good-to-Have

Knowledge of asset management.
Preferred

Certifications:

MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation/Intermediate.
Good to have service transition experience.