Desktop Support Engineer

• Working knowledge of supporting computer peripherals such as printers, scanners and non-standard devices

• Understanding of Active Directory and networking

• Hardware, operating system and software knowledge Roles & Responsibilities

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per procedures and allocated timelines.
• Logs relevant incident/service request details in the ITSM tool.
• Communicates with clients regarding incident progress.
• Ensures tickets are updated at all times until issues are resolved.
• Complies with QHSE and IT policies.
• Liaises with clients, IT support groups and third-party providers when necessary.
• Performs staging of PCs.
• Performs IMAC (Install, Move, Add and Change) activities for end-user hardware.
• Conducts hardware and software maintenance and support.
• Troubleshoots and resolves PC incidents and VIP requests.
• Assists with IT security issues and virus elimination.
• Creates and maintains documentation for scope of work.
• Provides special events coverage and meeting room, VCON and voice device support.
• Maintains hardware inventory, spare-part stocking and asset management.
• Manages stock.
• Provides break-fix services to nearby sites using device exchange or loaner PCs.
• Coordinates with hardware vendors for break-fix activities.
• Performs imaging, provisioning and workstation setup.
• Updates asset management databases including hardware and software.
• Manages logistics for PCs and other devices.
• Coordinates activities with third parties to resolve IT issues or complete service requests.
• Follows standard operating procedures documented in the knowledge management system.
• Provides training and demonstrations to end users when needed.
• Performs onsite administrative tasks such as backups and OS migration.
• Provides onsite operational support for industrial mobility devices.
• Supports company-owned mobile phones, tablets and BYOD devices.
• Supports asset disposal activities.
• Coordinates with regional/global support groups for request resolution and escalation.

• Provides operational support for standalone printers, including driver installation, connectivity and software-related troubleshooting.

• Provides operational support for standalone printer/scanner/fax devices.
• Loads and reloads PCs with standard images for deployment of kiosk devices

• Strong knowledge of desktop/laptop hardware
• Good knowledge of Windows 10, Windows 11 and MS Office
• Knowledge of Mac OS is preferred
• Understanding of daily operations and delivery processes
• Application/software installation and troubleshooting
• Knowledge/exposure to ITSM-based ticketing tools (e.g., ServiceNow, Remedy)
• Windows system administration
• Strong troubleshooting skills
• Hardware, operating system and software knowledge of laptops, desktops, mobile devices and, BACHELOR OF COMPUTER SCIENCE

Salary Range: $60,000-$70,000 a year TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays.