Desktop Support Technician

· Bulk refreshes (smarthands GLOPAS)

· Refresh PC support with individual user

· Management of existing Recycle cages at Customer sites

· Management of any existing Loaner lockers at Customer sites

· Coordination for Laptop provisioning to New starters

· Laptop configuration for New starters

· Assist with Problems - driver updates/patching/firmware

· BTO requirements

· Asset management

· Coordinate Asset repair and Break-fix with equipment provider

· Hardware storage utilizing Customer’s on-site storage provisions

· Couriers/packaging utilizing Customer’s on-site courier/packaging service

· Communicate designated points of contact at each site from Facility Management

· Coordinate goods receipt with on-site Facility Management

· Coordination and getting on-site assistance from Facility Management

· Desk setup/maintenance (In Country or FM)

· Hardware Troubleshooting (Mobile / Tablet)

· Software Troubleshooting (Mobile / Tablet)

· Issue handling

· Coordinate Ordering with Equipment/Service Provider

· Coordinate Returns with Equipment/Service Provider

· Networks, GLOPAS, Conferencing, Server/Storage, Printers

· Support any Crisis Management activity as per the plan and responsibilities mentioned for

· Support track and as may be required by other track.

· Defining and setting up a process for local announcements

· Marketing and branding for local announcements

· Content, format and medium of local announcements

· Planning the local announcement - date, time, venue and medium

· Making the local announcement with approved content, format and medium

· Change Advisory Board Meetings and Document Review

· Office Calls and Follow up actions

· Monthly performance reporting

· IT Induction of new users

· VIP Support (when a country has an IBA)

· Advance forecasting and notification of IBA

· User follow ups, escalations for tickets, email queries, complaints

· New Starter Tracking: Hardware Orders, AD Account & Phone

· Coordinating WEEE: ““Waste from Electrical and Electronic Equipment”” with Facility

· Management and 3rd party vendor

· Coordinating with facility management teams to ensure management of User guides

· Providing training and support for new employees (monthly)

· Assisting users in adapting to new technologies (scheduled quarterly connect session)

· SCCM & OS Troubleshooting

· License & Software Services Team Meetings

· Writing Knowledge Articles

· Reviewing aging articles

· Presenting knowledge items to team

· Reviewing and approving proposed or new Knowledge articles

· OS version updates and Profile recreations (Vulnerability tickets) - if central workplace services

· team is not able to deploy updates or create profile due to any reason

General queue monitoring, dispatching tickets, problem tickets

· Technical Requirements Candidate must have 6 to 8 years in Field Services / Onsite Support Services

· PC/Mobile/Hardware Hands & Eyes Meeting Rooms & Events Support Smart Hands Collaboration & Telephony Equipment Office Moves. Hands-on Office Move Projects

· Good technical knowledge of Windows operating system (Windows 10 and 11)

· Knowledge on Microsoft Office 2016 (Office 365)

· Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role

· Ability to perform remote troubleshooting and provide clear instructions

· Experience in Handling Windows Imaging Project

· Experience in software development, processes, and methods

· Good knowledge of basic networking and troubleshooting tools like nslookup, traceroute, ping, and packet capture tools etc.

· Ability to co-ordinate and interact with various teams to arrive at a quick resolution.

· Ability to organize workload for effective implementation.

· Ability to interact effectively at all levels with sensitivity to cultural diversity

· Ability to adapt new product support as organization evolves.

· Knowledge on SCCM and Intune administration

· Knowledge on mass OS deployments

· Experienced in maintaining multiple OS image and hardware models

· Experience in Microsoft’s OEM Pre-installation Kit (OPK) tools

· Knowledge of PXE and DHCP functionality

Soft Skills:

· Strong interpersonal skills

· Good documentation skills

· Good working knowledge of MS OFFICE (Including MS Project and Visio)

· Able to handle unforeseen situations

· Excellent problem-solving and multitasking skills

· High level of acceptance

· Can drive value and its methodology

· Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.

· Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.

· Experience in the management of multi-discipline teams in distributed locations

· Demonstrable results in a business customer facing role, with a track record of delivering, * Desktop support: 2 years (Preferred)

• Active Directory: 2 years (Preferred)
• Windows: 2 years (Preferred)
• Software troubleshooting: 2 years (Preferred)

Job Types: Contract, Full-time

Pay: $23.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance