Job Details

ID #44660958
State California
City Santaclara
Job type Contract
Salary USD $30 - $40 30 - 40
Source ReqRoute, Inc
Showed 2022-08-07
Date 2022-07-27
Deadline 2022-09-25
Category Et cetera
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Desktop Support Engineer

California, Santaclara, 95050 Santaclara USA

Vacancy expired!

Role:

Desktop Support Engineer Duration: 11+ Months

Work Location: Santa Clara, CA (Onsite)

Job Description
  • Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX and mobile devices.

    • Provide OS support for end users including troubleshooting, imaging, and new deployments.

    • Provide Hardware Support - For Dell/Lenovo branded Laptop & Desktops including troubleshooting & isolating issue and perform parts/service calls for onsite and remote users

    • Provide end user support for multiple enterprise applications including e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers like MS Office 2016 and Office 365, Symantec Antivirus, PGP/Bitlocker, Cisco VPN, Webex other applications bundled with user machines

    • Provide mobility support for end users mobile devices includes basic installation and troubleshooting.

    • Assist move support/Post Moves Support

    • Mobile Apps - Basic install and troubleshoot native app.

    • Loaner device support – For Laptops, mobile & peripherals.

    • Manage the user accounts in Active Directory such as password reset, account unlock etc.

    • Provide services to users spread across multiple locations and collaborating remotely with staffs in remote locations

    • Understanding scope, limitations and providing best efforts

    • Creating awareness and education to our customers.

    • Encouragement to use available self-service initiatives (Password Reset, Duo portal, Wiki pages) and Vending Machines (Green Machine, Hardware Depot – Techs to understand the offerings and stock)

    • All incidents and requests need to be consistently recorded into ServiceNow

    • Escalate the tickets, as required, via the Service Now ticket assignment to the appropriate group

    • Understand and adhere to ITIL processes such as Incident, Request fulfilment, Change and Problem management.

    • Ensure all the tickets assigned are resolved within the agreed SLAs.

    • Provide VIP (White glove) support.

As a Technical Lead• Manage the daily operations such as work/Ticket assignment, prioritize backlogs, monitor SLA breaches etc.• Responsible to guide the team in resolving new/unknown technical issues and document the solution.• Coordinate with team and SMEs to perform Root Cause Analysis for top/new issues• VIP (Executives) white glove support (based on demand)• Participate in CRB meetings and understand the impact for Deskside due to upcoming network/application maintenance/upgrades• Monitor the VIP dashboard and assign task to himself/resource to take actions. (Specific to Santa Clara location)• Responsible for Data reporting, preparing weekly, Monthly performance report on tickets handled, resolved, customer Satisfaction scores and other client requested ad hoc report.• Prepare and present weekly, monthly performance data of the team on all KPIs.• Responsible for CSAT/DSAT analysis, Daily Dashboard, KPI analysis and share inputs to delivery manager for weekly/monthly meetings.• Drive and participate in operation/technical meetings and track action items for closure in collaboration with delivery manager.• Deep dive analysis of top contributors proposes service improvements and identify automation opportunities by collaborating with team and delivery manager.• Report incident/request patterns (impact for multiple users), related issues to DM & Client.• Perform ticket quality audits from technical perspective and share feedback to analysts.• POC for all technical guidance/escalations within team.• Conduct technical interviews for resource requirement.• Conduct training and knowledge transition to new resource.• Responsible to be as backup for the Delivery manager during his/her absence.

Vacancy expired!

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