Key Responsibilities:
The Desktop Engineer responsibilities include:
- As a single point of contact for incident resolution, coordinating with another resolver group to ensure the reported incident are resolved/escalating as required.
- Performed Desktop Support services to users.
- This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
- Performs remote troubleshooting and resolution to address various endpoint related issues
- Perform technical escalation to onsite team if unable to resolve remotely
- Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
- Updates Incident records
- Creates and updates work instructions (where necessary)
- Document standards and procedures (where necessary)
- Develop and maintain automation scripts using Python, PowerShell, and other scripting languages.
- Implement automation solutions to improve operational efficiency.
- Coding and Development:
- Utilize skills in Python, ZSH-C, HTML, Terraform, YAML, Flask framework, and TensorFlow NLP for various IT projects.
- Contribute to the development and maintenance of IT applications and tools.
Technical Skills:
- Proficient in Python coding and automation scripting.
- Knowledge of ZSH-C code basics and HTML.
- Experience with Terraform, YAML, and PowerShell.
- Familiarity with Flask framework and TensorFlow NLP.
- Strong understanding of ITIL practices and ServiceNow platform.
Qualifications:
- To provide VIP support with track record of VIP support minimum more than 3 years of support experience, 3-years’ experience providing desktop support in MAC OS X environment
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Certifications in ITIL, ServiceNow, or relevant technical fields.
- Experience with other automation tools and frameworks.
- Familiarity with additional programming languages and IT support tools.
- Proven experience with Windows and MacBook troubleshooting and support.
- Hands-on experience with Zoom Meeting Rooms and ITIL ServiceNow.
