As IT Deskside engineer, you will be responsible to provide provides infrastructural support to the staff of clients by responding to all incoming service requests for PCs/laptops. The individual will support, install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets in an organization in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, Zensar provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here.
Responsibilities & Key Accountabilities:
- One of the primary responsibilities is to improve technology within the organization and to enhance the end user experience for both in-house and remote employees. You need to respond to calls and emails to fix issues of the desktop environment and perform service desk functions and daily functional tasks, including upgrading and configurations of computer systems and license tracking.
- Organize and configure equipment, such as desktops/laptops, printers, copiers, scanners, and faxes. Need to work with business application teams and server administrators for appropriate projects. Technicians assess third-party applications for deployment and incorporation into existing commercial operations.
- Installing new computers and peripherals and troubleshoot to resolve all kind of hardware related issues.
- Setting up the computer system for new employees also move and change user preferences and file migration as necessary. Providing second-tier support for the Service desk. They provide adjustments and fixes for installed software.
- Maintaining network printers, secure computers, evaluate and replace computer components, such as memory, hard drive, and optical drives, among others.
- Assess network issues, including switches, connectivity, and network port patches. Technicians replace wireless access points, network switches, and other networking devices as required.
- Implement, support, and troubleshoot incidents related to PCs/laptops/mobile devices using conventional procedures and proven guidelines.
- Providing technical support to audio-visual (A/V) equipment and use appropriate administrative consoles and tools competently to support and fix.
- Handling virus protection updates, domain account management, systems monitoring, and servers. Basic knowledge is needed on common network concepts and protocols, including WINS, TCP/IP, DNS, RPC, OSI, DHCP, NTLM, etc.
- Maintaining documentation for software licensing and convey to information technology leadership when support or licensing needs to be renewed. Also need to document by observing the PC hardware management lifecycle.
- Implement customer service principles and standard operating procedures (SOPs) concerning remote IT support. Need to keep abreast of new developments in the IT industry and should be able to take on new responsibilities.
- Preparing monthly and weekly status reports, take part in meetings with various management whenever necessary and undertake remedial actions based on client satisfaction surveys.
Knowledge / Skills / Qualifications:
- Excellent communication & written skills
- Good understanding of supporting a Windows Desktop OS platforms.
- Basic login troubleshooting
- Good understanding of supporting desktop/laptop/tablet/mobile phone
- Practical experience of Service Desk toolsets
- ITIL v3/v4 Foundation certified
- Solid interpersonal relationships and communication
- General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
- Unparalleled Listening and Comprehension capabilities
- Proven service industry front line experience with handling high value/critical customers
- Ability to keyboard to capture important details on a call for documentation
- Demonstrated ability to set personal objectives that support the business/team goals and personal motivation to deliver results. Demonstrated success in responding to customer’s needs and delivering service or product on time and of high quality
- Proven service industry front line experience with handling high value/critical customers
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Anticipate customer needs and effectively addressing concerns related to their issue or resolution
- Experience of working in professional, service-oriented IT team.
- Excellent customer facing/customer service skills.
- Able to manage sensitive and sometimes confidential information
