Desktop Support Engineer (Contract to Hire) : Cambridge Location
Job Details
Full Job Description
Job Description
General Description
Responsibilities :-
•
Supervise desktop support resources maintaining all SLA
• Provide
telephone, desktop, laptops and remote support, including deployment
and replacement of equipment for all Executive group members. Act as a
technical resource to others to resolve problems, issues and
errors.
• Prioritize support calls using enterprise ticketing
system (Service Now) and manage/resolve tickets with frequent updates,
as well as escalating aging tickets, and trends as required.
•
Running Reports in SNOW
• Anticipate customer needs and
proactively identifies solutions.
• Develop, design, implement
and enforce desktop standards and procedures for service desk and
remote site technical support.
• Coach and develop team members
by communicating performance expectations, provide on-going feedback,
and ensure training resources and plans are in place to address
individual and department needs.
• Should have support handling
experience in VIP users / executives.
• Maintain high
customer/end user satisfaction.
Education requirements
• Install hardware and software configurations,
troubleshoot and maintain computer systems, hardware and
peripherals
• Provide technical product training and basic user
functionality training when required
• Confer and work with other
team members and groups in supporting customers. You are the main
point of contact for the Executive group for all IT related queries
and issues.
• Troubleshoot client issues on PC, MAC, and Mobile
Devices as required
• Advanced technical skills in supporting MAC
/ Linux & Windows Operating system
• Provide level I and level II
technical support to clients
• Provide weekly ticket reviews to
ensure that tickets are not open for unnecessarily long periods of
time and that all issues have a clear path to resolution
•
Responsible for maintaining a professional and cordial relationship
with clients
• Demonstrates expert knowledge of customer’s
equipment; process and culture
• Maintains a knowledge data base
of technical issues affecting clients
• Documents, tracks and
monitors support tickets to ensure accurate and timely
resolution.
• Some occasional off hours work may be required as
needed
• Expertise in Remote tools (ex: Bomgar)
• Expertise
in Active Directory and Exchange Console Management
• Strong
customer handling skills and advanced communication skills by Engineer
in English
• Excellent organizational skills
• Advanced
knowledge of Microsoft based operating systems with emphasis on
Windows 7/10 and Office 365.
• Advanced technical skills and
knowledge of Mac OS
• Good technical skills and knowledge of
Linux OS (Ubuntu and CentOS)
• Administration experience of MS
Active Directory users & groups, policies and management concepts
• Excellent skills in user IT infrastructure – Desktops, Laptops
, Printers, Handhelds, Smartphone etc.
• Experience with using
and troubleshooting Outlook 2010/365 within a multi domain environment
(permissions, calendar sharing and delegation)
• Advanced
knowledge and minimum 4 years’ experience of supporting at least two
of the following operating systems, as well as common tools for the
platforms (including Microsoft Office): Windows 10; OS X; Linux
(CentOS and/or Ubuntu)
• Basic understanding of a broad range of
core IT services (e.g., networking, DNS, DHCP, LDAP, Active Directory,
print servers)
• Advanced troubleshooting and research
skills
• Advanced knowledge of PC, laptop, and peripheral
hardware
Soft Skills
• Must be from global
support background.
• Motivated to complete tasks and
projects
• Excellent communication and conversation skills
(Verbal and Written)
• Good working knowledge of MS OFFICE
(Including MS Project and Visio)
• Should have a great customer
handling skills
• Able to handle unforeseen situations
•
High level of acceptance
• Can drive HCL’s value and its
methodology
• Strong to excellent written and verbal
communication skills
• Excellent communication skills with both
users and next-level IT support
• You will be a self-motivated
achiever who gains satisfaction from providing excellent customer
service
• Ability to provide consistent, excellent customer
support to entire staff, representing a variety of personalities and
management levels
• Strong customer service skills
•
Ability to interact with customers so as to ensure that the service is
polite, efficient and responsive
• Must be detail oriented and
self-motivating, self-starter with ability to work on their own
initiatives
• To work through issues analytically to a successful
conclusion
• Flexibility with respect to time – client
deliverables need to be met with a Can do attitude
• Excellent
problem solving / quantitative/ analytical skills
• Minimum of 2
years experience of provising support to VIP or Executives
Other Skills / Experience
• Ability to
successfully provide hardware/software/network problem analysis and
resolution support over the phone
• Personal dedication to
providing high quality, superior service at all times. Ability to
finish what is started is a must.
• Ability to integrate as a
cross-functional, team player in a fast-paced environment where all
information is shared.
• Ability to learn new information quickly
and the willingness to do so at all times.
• Ability to work
flexible hours from time to time to cover for other Service desk staff
and to be on call via pager during the week.
• Customer
Focus
• Teamwork
• Technical Expertise
• Interpersonal
Effectiveness
• Concern for Order and Quality
• Strong
Microsoft Office skills (Outlook, Word, and Excel)
• Thorough
understanding of Outlook's calendaring tool
• Understanding of
Exchange functional accounts and how they are used within Microsoft
technologies
• Desk side Support Management
• Customer
Relationship Management
Years of Experience
• Total : 3-4 yrs. of University education post High school (B.Sc.
or Diploma)
• Relevant : 5+ years of Service desk/desk side,
customer service, and support experience with problem solving
involving hardware.
Certification requirements
• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
•
ITIL knowledge of V2 or V3 especially on Service Desk, Incident,
Problem, and Change Management preferred