Beschreibung
Desk side Support Engineer
This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required.
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide eyes, hands and feet in support of Networking Equipment, Servers, Telecoms and other IT related equipment.
Duties include (but are not limited to):
- Provide hardware/software/network problem diagnosis support/resolution to end users located onsite. Wi-Fi support and Mobile Device support.
- Assists users with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
- Basic phone system support of desk phones and other ancillary telecom hardware and software; Data network troubleshooting and support including campus MDF, IDF and hardware/connections servicing campus.
- Coordinate and manage relationships with support teams that provide support for hardware/Software/network and other infrastructure problem issues.
- Setup, configure, and support for video conferencing in campus conference rooms and classrooms.
- Works with vendor support contacts to resolve technical problems.
- Works with service desk as appropriate to determine and resolve issues faced by end users.
- Respond to support requests from service desk, users and other infrastructure teams.
- Use the Ticket Tracking System to document and manage Incidents, Service requests, problems and their respective resolutions and avoidances.
- Backing up/restoring user profiles, e-mail and Apollo work related documents.
- Training: Be willing to participate & provide training to the service desk team to help enhance skills and support capabilities. End user training on software and technology related items; Guidance to students and faculty on the use of Apollo technology.
- Create Knowledge base articles to track appropriate knowledge.
- Ensure all escalated tickets are handled and resolved with high customer satisfaction and with Tickets aging in control.
- Work on Reporting, generating day to day reports, Adhoc reports as and when required.
- Microsoft & Mac OSX environment knowledge (desktop & server).
- Have some level of technical understanding of the products building up a desktop service.
- Coordinate desktop changes to avoid deployment collisions.
- Performs upgrades and general preventive maintenance tasks as directed to ensure the longevity of equipment.
- Collaborate with campus leaders and IT Operations staff to provide technology support for regional projects or events.
- Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
- Ensures that end user's computers connect seamlessly with diverse systems including validation systems, file Servers, email Servers, application Servers and administrative systems.
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/Workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support
- Support users with Apple Mac and IOS devices
- Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.
- Reimaging computers/hard drives in accordance with customer standards
- IMACD function including installation and decommission.
- Backing up and restoring settings and associated systems administration activities
- Move equipment associated with escalated help desk incidents and service requests
- Performing asset inventory activities as needed.
- Trains and orients users on use of hardware and software.
- Recommends and/or performs upgrades on systems to ensure longevity.
- Support VIPs on site, if need be
- Coordinate with local cabling vendor for cabling requirements
- Performs other duties as assigned
Desired Experience:
- At least 3 years hands on experience in field Support Services
- Strong skills in supporting desk side for Windows XP, Windows 7 and Windows 8.1 installation, troubleshooting and reporting.
- Experienced to support Mac OSX
- Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD
- OEM Certified Technician for ordering parts through OEM and parts replacement
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Strong Break/Fix skills Desktops, Workstations, Notebooks and Printers
- Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
- Experience including remote control of PCs and video conferencing knowledge
- Rotational On-call for executive support
- Strong customer service skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Strong written and verbal communication skills
- Must be detail oriented and self-motivating
- Ability to successfully pass a background security check
Desired Certification (A combination of 02 mandatory)
- CompTIA A+ certification (Mandatory)
- Apple Certified Mac Technician (ACMT)
- Apple Certified Support Specialist
- Premier Dell Hardware Certification
- Lenovo/IBM Desktop Systems Hardware Certification
- Lenovo/IBM Mobile Systems Hardware Certification
- HP Accredited Platform Specialist (APS) - HP Commercial Desktop, Workstation, Laptop Solutions
- HP Accredited Platform Specialist (APS) - HP LaserJet Solutions