Role- Field service IT support engineer
Experience Level- 5+ years
· Workstation Services (e.g., Desktop, Monitors, Printers and laptop) Breakfix- Desktop/Laptop Hardware related troubleshooting - Create, test and develop current Workstation images
· Prepare and configured new laptops/workstations specifications as assigned
· End User Computing (EUC) Device Refresh as part of BAU ( any bulk refresh will be treated as separate project activity)
· Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
· Provide onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.
· Windows upgradations through SCCM agent. OS and application installation: Windows migrations and deployment of customized images using SCCM
· Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax support
· Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices
· Analyzed and diagnosed DNS/DHCP/VPN and other networking issues
· End user issues related to network, IP config, windows troubleshooting
· Actively worked with hardware and software vendors to resolve client issues in a timely manner
· Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.
· Installation of printers, Configuring conference room facilities
· IP Phone installation, troubleshooting
· O365 configuration, troubleshooting
· Deskside Support, Spares management
· Installs, moves, adds, changes of hardware and software packages (IMAC);Hardware life cycle management
· Security compliance
· Populate Knowledge Management system with resolutions and workarounds
· Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints
· Enterprise Mobility Management administration - enrollment and management of mobile devices. Adept knowledge on Airwatch/MDM
· Fault diagnosis / troubleshooting. Other aspects related to End user computing
· Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary
· Maintain the Service Now queue of an average of 5-20 tickets per day, resolved Level 1-2 support issues
