Desktop Support Engineer

Role and Responsibilities · Service now incident management, request management experience is required. · Provide Hardware break fix services for laptop, desktop, printers and scanners · Provide hardware upgrade services for laptop, desktop, printers and scanners · Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services · Provide L3 desktop support, Provide L2 LAN support (LAN admin support with touch services) · Technical support for Voice and Video conferencing · Co-ordination with vendor, Co-ordinate with offshore and onsite tech support team · Identify and Share/ recommend new products (H/W & S/W) for evaluation · Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network · Provide assistance for antivirus management · Trouble ticket maintenance and Maintain file and print servers (Location specific) · Conduct user awareness sessions / trainings to end users on new technologies · Publish local maintenance details, Assist for virus outbreak management / events (Offshore- Remote support) · Site Inventory management and maintenance · Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports · Attend regular trainings and learn new technologies as required and conducted by the employer · Escalate the issues to management or next level as needed, Provide support for asset disposal services · Generate and provide weekly, monthly activity and other reports · Escalate and Coordinate with remote support team at offshore to get the user issues resolved · Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and another global team · Identify and implement best practices, service improvements and transformation opportunities and share the same to global team · Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings. · Implement the corrective/ preventive action identified · Co-ordination with the other support groups and Domains · Discuss management of risks in advance with the Domain Leads · Update knowledge base with the resolutions as required and discussed in Post Outage Reviews · Ensure that the policies and procedures set by TCS are adhered to · Escalating to higher management whenever required · Report the status to the higher management Qualifications and Education Requirements · Bachelor’s Degree or equivalent experience · 5 to 7 years of relevant IT workexperience required · ITIL Certification or ITSM process knowledge strongly preferred · MCSE or MCP preferred Preferred Skills · Minimum 5 to 6 years of experience in Enterprise desktop support experience · ServiceNow hand on experience on ticket management and procurement is must. · MCSE or MCP on windows 10 and A+ Certification is essential · Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage) · Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications · Very good hands on experience on Lync, WebEx, RDP , Remote desktop support, MS Terminal Services , CISCO VPN , BMC Remedy service management tool , MS SCCM Client, Commvault back up and Disk keeper disk wipe software · Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience / exposure to virus outbreak management · Good knowledge and implementation skill on Enterprise desktop security and end point protection and management · Installation experience on MS .Net, Sun JAVA client, MS Direct X,IBM DB2 client ,SAP GUI client will be an added advantage · Very good experience on providing client level support to web conferencing systems like WebEx, Lync or Intercall · Experience in Manufacturing/Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc. · Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems · Exposure on technical support to Apple iPhone, Blackberry and other PDA devices · Excellent hands on experience in installation and troubleshooting desktop, Printers , Laptop and other computer peripherals hardware problem · Trouble shooting network printer issues, file server issues with exposure to handle dell servers · Excellent communication and documentation skills are mandatory · Very good knowledge about enterprise LAN and WAN setups with hands on experience in trouble shooting and identifying network issues · Exposure to MS ADS and user ID management · Ability to co-ordinate with different internal support groups (Like Network, Messaging, Security and change management teams) · Ability to physically move PCs on the floor and to the desks · Ability to communicate with the end users and executives (If needed) · Ability to work as a team member with good team spirit · Good understanding about tiered infrastructure support services in a managed services model · Experience in working with Onshore/Offshore teams · Experience in working with cross-functional teams (IT Service Management framework) · Ability to effectively communicate with global teams for issue escalation and problem resolution · Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift / move computer equipment(up to 40 to 50Lbs) · Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required but is a plus). · Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company · Strong influencing and relationship management skills · Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing r…