Main purpose of the role:
To be responsible for the patching and vulnerability management of all Laptops/Desktops.
Key accountabilities and duties:
- Addressing user tickets regarding hardware, software and networking.
- Walking customers through installing applications and computer peripherals.
- Asking targeted questions to diagnose problems.
- Address user tickets regarding hardware, software, and networking.
- Walk customers through installing applications and computer peripherals.
- Ask targeted questions to diagnose problems.
- Guide users with simple, step-by-step instructions.
- Conduct remote troubleshooting.
- Test alternative pathways until you resolve an issue.
- Record technical issues and solutions in logs.
- Direct unresolved issues to the next level of support personnel.
- Follow up with clients to ensure their systems are functional.
- Report customer feedback and potential product requests.
- Help create technical documentation and manuals.
- Provide technical assistance and support for incoming queries and issues related to desktop support, mobile device management, Video Conferencing support and VIP support.
- To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 7/10/11) and across a range of software applications on the client machine (Office applications, Outlook, Skype for Business, etc.).
- Perform daily health checks on monitoring systems and servers.
- Identifying and escalating business and technical challenges as appropriate and promptly.
- Attending and participating in regularly scheduled team meetings, development training and other meetings as needed.
- To setup and perform patching using the Tools (SCCM) or any other tool customer may have.
Requirements:
- Bachelor Degree in Computer Science/ Information Technology.
- 8-11 years of experience.
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role with extensive Patching Experience.
- Hands-on experience with Windows/Linux/Mac OS environments.
- Working knowledge of office automation products and computer peripherals, like printers and scanners.
- Must possess proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Wipe drives with proper chain of custody and inventory management.
- Must accurately record, update, and document requests using the IT service desk system.
- Professionalism when resolving service delivery and client issues promptly.
- Determine the best solution based on the issue and details provided by customers.
- Communicating with other engineers, clients, and managers professionally as situations arise and at regular intervals ensuring that all parties involved are always kept up to date.
- Able to work in Shifts when needed and perform On-call.
- To carry out any other task associated with the role as reasonably requested.
