Desktop Support Engineer

Role :- Desktop Support Engineer

Location :- Burlington MA 01803 (Onsite)

General Description for Deskside JD:-

• This position assists staff with technical support or desktop/laptop computers applications printers and related technologies.

Responsibilities :-

• Assists staff with installation configuration and ongoing usability of computers and peripherals within established standards and guidelines
• Works with vendor support contacts to resolve technical problems
• Works with service desk and RDS as appropriate to determine and resolve problems received from clients
• Responds to support requests from service desk users and other infrastructure teams
• Performs upgrades as directed to ensure the longevity of equipment
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Have some level of technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Ensures that computers connect seamlessly with diverse systems including validation systems file servers email servers application servers and administrative systems.
• Provide weekly reports
• Implement best practices
• Be the single point of contact with the customer

Technical Requirements

• Exposure on managing remote sites
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined systematic problem-solving skills required.
• Windows and Novell Operating systems
• Clients: Windows 7 Windows Vista Windows XP Windows 10/11 Windows 2000
• Servers: Windows 2000 Windows 2003 Windows 2008
• Knowledge of Active Directory Novell eDirectory Lotus Notes and Exchange 2010/2016/O365
• ITSM ticketing tools such as Remedy HP Service Center Peregrine Service Center
• Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools
• MS Office Suite (XP/O365): MS-Word MS-Excel MS-PowerPoint MS-Outlook MS Project and MS Visio
• Internet browsers (e.g. Explorer Chrome Firefox)
• VPN and remote dial-in users
• Support for laptop desktops AV Devices and printers
• PDA and blackberry support
• Apple Ipad Device support
• Others: Adobe Acrobat and other common desktop applications like Winzip etc

MAC Device Experience

• Basic understanding MAC OS troubleshooting
• MAC Device troubleshooting