Desktop Support Engineer

This position provides technical support for staff desktop/laptop computers, applications, printers, and related technologies.

Responsibilities:-

Assists staff with installation, configuration, and ongoing usability of computers and peripherals within established standards and guidelines

Works with vendor support contacts to resolve technical problems

Works with service desk and RDS as appropriate to determine and resolve problems received from clients

Responds to support requests from service desk, users, and other infrastructure teams

Performs upgrades as directed to ensure the longevity of equipment

Keep track of requests and make sure they are implemented as planned

Participate in incident handling concerning desktop changes.

Participate in projects concerning bigger desktop changes, for example, rollout of new antivirus.

Microsoft environment knowledge (desktop & server).

Have a basic technical understanding of the products used to build a desktop service.

Experience from the desktop environment.

Ensure computers connect seamlessly with diverse systems, including validation systems, file servers, email servers, application servers, and administrative systems.

Provide weekly reports

Implement best practices

Be the single point of contact with the customer

Technical Requirements

· Exposure to managing remote sites

· Phone support experience is necessary.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem-solving skills required.

· Windows and Novell Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008

· Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Project, and MS Visio

· Internet browsers (e.g., Explorer, Chrome, Firefox),

· VPN and remote dial-in users

· Support for laptops, desktops, AV devices, and printers

· PDA and BlackBerry support

· Apple iPad device support

· Others: Adobe Acrobat and other common desktop applications like Winzip, etc