Desk side Support Engineer

Role Desk side Support Engineer

Location Phoenix Arizona

JD:

Responsibilities :-

Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA

SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved

Client Management- To ensure right communicating has been liaised with clients Creating reports for client.

Team Management - Team building and handling skills and act as a bridge between the leadership and team members

Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.

Transition - Due diligence and coordinate with the transition team for proper implementation of the process

Tech B r Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.

Automation - Process improvement and automation opportunity to be explored and implemented

Technical - Knowledge of SCCM Windows 10 to 11 upgrade Windows Build process technical troubleshooting on windows printers Hardware issues and client VPN.

Ticketing Tool - ServiceNow Dashboard creation how to calculate SLAs Fetching reports and shared SLA reports with team

Technical Requirements:

Disciplined systematic problem-solving skills required

Windows Operating systems 10 & 11 with troubleshooting

Clients: Windows7 Windows Vista Windows XP Windows 2000

ITSM ticketing tools such as ServiceNow

Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools

MS Office Suite (XP): MS-Word MS-Excel MS-PowerPoint MS-Outlook MS Project and MS Visio

Internet browsers (e.g. Explorer Chrome Firefox Edge)

VPN and remote dial-in users

Soft Skills;

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE & Windows

- Should have a great customer handling skill

- Able to handle hardware issues Software and printer issues

- High level of acceptance

- Can drive HCLs value and its methodology

Other Skills / Experience:

. Ability to learn new information quickly

Ability to integrate as a cross-functional team player

Personal dedication to providing high quality superior service

Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week

Customer Focus

Teamwork

Technical Expertise & Troubleshooting

Interpersonal Effectiveness

Concern for H/W Order and Quality for EUC build

Years of Experience:

Total :6 - 8 years experience in Field Services support tech Bar Windows 10 and 11 upgrade Hardware management for EUC Information Management or Customer Service management. Hub & SPOKE model Device ordering

Relevant : 5-6 years of FSO Manager experience

Certification requirements:

- Preferred MCP/MSCE/MSCA or HDI CSS

- ITIL knowledge of V2/V3/V4 especially on Service Desk Incident Problem and Change Management preferred

Education requirements:

- Bachelors / Masters / Equivalent