Technical Support Engineer

Location

Mumbai | India

Job description

• The Technical Support Engineer is responsible for client facing infrastructure support.
• Key responsibilities include deskside OS support, workstation provisioning and troubleshooting, Smarthands assistance, and general office support.
• The Technical Support Engineer works closely with the global Workplace Technology team to ensure quality service delivery and user satisfaction while maintaining best practices and standards.

The responsibilities of the individual in this position include but is not limited to:

• Collaborate and coordinate with global team members and Service Desk to ensure efficient operation of the companys Workplace Technology environment.
• Provide hands on support of deskside related issues
• Set up new hardware and software and train new users, as needed
• Provide Tier 2 troubleshooting for all standard and enterprise approved applications
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related hardware, and software
• Ensure all end user equipment (e.g. desktops, network ports, printers, TV screens, AV equipment, etc.) are in proper working order
• Participate in other IT projects and/or tasks as needed

The successful candidate will have extensive demonstrable skills and experiences including the following:

• 5+ years of Desktop Support experience with a strong background in a Windows environment
• Strong interpersonal skills and ability to establish and build relationships with end users and business leaders, showing a high degree of cooperation, effectiveness in working with others and helping when needed. Strong customer focus and ability to manage user expectations through excellent communication.
• Ability to prioritize and execute tasks in a high-pressure, fast-paced environment
• Strong organizational skills including the ability to set shifting priorities and meet deadlines / adaptability / flexibility
• Experience working with cross-functional IT groups to promote open communication and teamwork
• Experience with MS Office/O365
• Experience with imaging tools and software
• Completion or working towards ITIL v3 foundation certification
• Desired Certifications: A+, MCDST, Dell Online Search Dispatch (DOSD)
• Experience with Windows, OS X, iOS, and Android
• Strong background in troubleshooting and superior analytical skills supporting users in a Windows environment on multiple client computing platforms, e.g. physical and virtual workstations, Citrix and mobile devices
• Excellent customer service and ability to effectively communicate with all levels of associates, ranging from technical support groups to senior and executive management
• Ability to be a team player and consistently promote the value of the services provided by the support team

Job tags

Salary