Deskside Support

2 weeks ago

Spennymoor, Durham, United Kingdom Tomgandhi Consulting Ltd Full time

Responsibilities :-

Adhering to SLAs

ITIL Processes awareness and adhering to

Reporting to the Track Lead / Team Lead

Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues

Ensuring that the processes are adhered to Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Performs repairs on computers, laptops, printers and any other authorised peripheral equipment

Improves and maintains customer and employee satisfaction

Performing asset inventory activities as needed

Create documentation for process and procedures

Break-fix, troubleshoot and resolve software issues; Re-imaging computers/hard drives

Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills

Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers

Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)

Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

Good knowledge of MAC OS, IPAD and Android devices

Knowledge in windows Image build process and SCCM deployments.

Basic understanding of Audio/Video equipment and conference room setup

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations Troubleshoot and assist end users with mobile device setup, activations and performance issues.

Handheld – Blackberry, Android & IOS support knowledge

Strong Customer service skills

Strong written and verbal communication skills

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