Deskside Support Engineer

This position assists staff with technical support or 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 request 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., * Ensures that 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 customer

· Exposure on managing remote sites · Phone support experience 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 laptop, desktops, AV Devices and printers · PDA and blackberry support · Apple Ipad Device support · Others: Adobe Acrobat and other common desktop applications like Winzip, etc.