Deskside Engineer / Desktop Support Engineer - TechDigital Group : Job Details

Job Description:

Responsibilities

• Proficient in Data Analysis & Reporting using MS Office and ITSM tools.
• Coordinate desktop changes to prevent deployment collisions.
• Prepare requests for rollout.
• Prioritize change requests.
• Create rollout plans for change requests.
• Coordinate the implementation process.
• Track requests to ensure they are implemented as planned.
• Participate in incident handling related to desktop changes.
• Contribute to projects involving significant desktop changes, such as new antivirus rollouts.
• Knowledge of Microsoft environment (desktop & server).
• Strong technical understanding of desktop service components.
• Experience in desktop environment support.
• Understanding of change management processes.

Technical Requirements

• Experience in phone support is necessary.
• Experience in technical service desk or call center support is necessary.
• Disciplined and systematic problem-solving skills required.
• Knowledge of Windows Operating Systems: Windows 7, Vista, XP, 2000, 8, 10.
• Experience with Windows Servers: 2000, 2003, 2008.
• Knowledge of Active Directory and Exchange (2003/2007).
• Experience with ITSM ticketing tools such as Remedy, Client Service Center.
• Familiarity with remote desktop connectivity tools like SMS, Bomgar, WebEx, Live Meeting, Windows Native tools.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, Visio).
• Knowledge of internet browsers (Explorer, Chrome, Firefox).
• Experience with VPN and remote dial-in support.
• Support experience for laptops, desktops, printers, PDA, and BlackBerry.
• Familiarity with Adobe Acrobat and common desktop applications like WinZip.

Soft Skills

• Excellent verbal and written communication skills.
• Strong documentation skills.
• Good customer handling skills.
• Ability to handle unforeseen situations effectively.
• High level of adaptability and acceptance.
• Ability to promote HCL's values and methodology.

Other Skills / Experience

• Ability to analyze and resolve hardware/software/network problems over the phone.
• Dedicated to providing high-quality service and completing tasks.
• Team player capable of working in a fast-paced environment with shared information.
• Quick learner with a willingness to acquire new knowledge continually.
• Flexibility to work varied hours and be on-call via pager during weekdays.
• Core values: Customer Focus, Teamwork, Technical Expertise, Interpersonal Skills, Attention to Detail.

Years of Experience

• Minimum 7+ years in service desk/deskside support, customer service, and hardware problem-solving.

Certification requirements

• Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certifications.
• Knowledge of ITIL v2 or v3, especially on Service Desk, Incident, Problem, and Change Management.