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Deskside Support Engineer

Company: HCL America Inc.
Location: Providence
Posted on: March 16, 2019

Job Description:

Job Description Duties include (but not limited to) Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic networkdesktoplaptop support, Printers, PDAs, handheld devices which include iPads iphones, 3G aircards. Blackberry, Desk phone - Cisco, and LAN cable drops Good hands on testing, implementing Windows Client Operation system Windows 10 image. Good hands on testing, implementing MacOS client. Break-fix, troubleshoot and resolve software issues Reimaging computershard drives. IMACD function including installation and decommission. Backing up and restoring user data, settings and associated systems administration activities Assist ServiceDeskRemote Desktop Support teams for hands and feet coordination efforts Assist on Incident and Problem management activities Taking ownership of issues through to resolution on all appropriate requests Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information Move equipment associated with escalated help desk incidents and service requests Performing asset inventory activities as needed and requested. Recommends andor performs upgrades on systems to ensure longevity Works with procurement staff to coordinate purchase of hardware and software and delivery. Maintain spare parts inventory list on a monthly basis and coordinate for any disposal requisites Provide onsite or offsite conference event planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by Customer (e.g. meals, travel, and lodging) in accordance with the Agreement Be available for Oncall support during afterhours as and when necessary Adhere to ticket response and resolution SLArsquos as agreed upon with the customer Remote Software Installation as requested. Basic understanding of DHCP, DNS, IP addressing and sub netting Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues Coordination with other external and internal suppliers as necessary including CTSS, ETSS and C3i End User training as required and one on one coaching as necessary Coordinating with various vendors for warranty maintenance, replacement or changes etc. Desired Experience At least 5 years of experience in the field or in a related area required Strong Microsoft Office skills- Office 2003, 2007 ,2010, 2016 , Office 365, Once Drive Skype(Outlook, Word, Excel, Powerpoint etc) Strong Microsoft Operating System Windows 7 and Windows 10 installation and troubleshooting skills Strong Break Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds Broad experience of IT with basic understanding of Networks, Servers and Telecoms Strong Customer service skills Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Strong written and verbal communication skills Must be detail oriented and self-motivating Background security check required Experience including remote control of PCs and video conferencing knowledge

Keywords: HCL America Inc., Providence , Deskside Support Engineer, Engineering , Providence, Rhode Island

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