Job description:

Deskside Engineer Deskside Engineer, which includes, but is not limited to the following:The Senior Deskside Engineer will be able to complete all activities as described in the Deskside Engineer description, in addition to the following: 3-5 years of technical experience desktop support or system administrator role or experience Recent experience with hands-on Desktop Support and System Administration. Advanced Hardware and software troubleshooting skills. Capable to provide best effort support for non-standard devices. Knowledge of and experience troubleshooting/supporting Windows platform 10 (32bit & 64bit), O365, OneDrive, Exchange 2016, and SharePoint Online. Knowledge of and experience troubleshooting/supporting mobile devices, IOS, Air Watch, Mobile Device Management (MDM) Console, and Intune. Knowledge on ticket management per Company guidelines. Knowledge of the concepts and policy controls of Active Directory. Knowledge of ServiceNow and ISO/ITIL processes and documentation standards a plus. Ability to communicate technical concepts in layman s terms. Ability to communicate with other support groups and vendors to provide seamless support to customers. Ability to differentiate between personal computing device problems versus room technology problems. Identify the root cause of reported incidents and perform work around as appropriate Experience of supporting as many of the following as possible: Windows 7 and 10, MS Office 2010/2013/2016/365, Skype for Business, Microsoft Teams, VOIP, PC/Laptop builds, OS configuration, AD administration, hardware repair, and mobile device management (such as Microsoft Intune). Incident, Service Request, Change management process, Remedy , Service Now tool knowledge, Power BI, Power Shell scripting basics.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases