Desktop Support Engineer

$60,000 - $65,000/Yr

TATA Consulting Services - Columbus, OH

Columbus, OH

Professional, Scientific, and Technical Services

About the position

An Engineer works on-site or remotely to maintain hardware and fix technical problems as quickly as possible. Provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers, and problem managers to investigate and resolve.

Responsibilities

• Break/Fix Services and IT asset Repair
• Device Management: configuration, global deployment, break fix and end user support of digital workplace and mobile devices.
• Asset Build and shipment (New & Upgrade) - Build & setup PCs as per standards for handover (follow standard delivery methods). Set up and configure new laptops/desktops, install authorised software to laptops/desktops as needed
• Asset & Inventory Management - End to end inventory management of all end client equipment. IT procurement, inventory management, User guide and policy creation and documentation
• Asset Return Processing - Follow standard procedure to process the return of all equipment via various mode of delivery.
• Mac book Support - Follow standard procedure to manage and support Mac books.
• Adhere to SLA and Metrics that are required to meet. Understand and work according with contractually agreed scopes along with ongoing changes (process & Technical) in operational support
• Knowledge Base and SOP document creation and update on regular basis as and when asked.
• Follow standard ITIL process by aligning with customer requirements and organization standards.
• Escalate IT issues to next level responsible personnel where necessary e.g. critical issues for end user computing devices and servers.
• Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems.
• Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation.
• Provides effective and timely resolution of users' problems, queries, or complaints.
• Assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Provide telephonic support to clients when required and update the relevant systems as per company procedures.
• Perform the necessary handover procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and shortcomings.

Requirements

• Strong customer-oriented attitude and interpersonal skills
• Excellent written and verbal communication skills
• Proven working experience in installing, configuring, and troubleshooting Windows based systems and non-windows environment / open systems.
• Excellent problem-solving and multi-tasking skills
• Experience in IT documentation and inventory management
• Experience in IT procurement process and vendor management
• A self-starter, able to work independently and resourceful in exploring out of box solutions
• Willingness to adapt with new/updated support model as part of continuous improvement process
• Possess professional course (Diploma/Degree) in Computer Science /Information Technology or higher.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking with customers through a series of actions to resolve a problem.
• Willing to be flexible and understandable on organization requirements.
• Willingness to take proactive measures and excellent interpersonal skills, and be a great team player.
• Understand the ongoing changes in process and technical updates and adhering to the same as per requirement from organization and customer.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.