Desktop Support – Technical Skills – Complete understanding of Asset Management.
- Install, upgrade, support and troubleshoot, Windows 7, Windows 10, other OS and Microsoft Office 2013 and any other authorized desktop applications
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
- Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
- Customize desktop hardware to meet user specifications and site standards
- Performs work in compliance within specified warranty requirements
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
- Safely package equipment for branches and arrange for the transport of the
- Equipment.
- On-site support and support for Remote sites and work-from-home computing
- Diagnosing, verifying, recording and reporting downtime and providing immediate notification
- for all incidents
- Emergency recovery maintenance for Desktops
- Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed
- Re-installation of the anti-virus packages corrupted or deleted by the users
- Day to day troubleshooting activities
- Help in upgrade the version of Mailing software
- Support of infrastructure servers (Active Directory, Domain Controllers, File & Print)
- Asset lifecycle management, asset tracking, and end-of-life services.
- Perform asset management activities to ensure hardware is properly assigned to the end users
- Vendor Management (Wherever applicable).
- Incident, Problem, and Change Management within the EUC environment.
- Ability to Evaluate and test new technology for feasibility and implementation within EUC Environment
- Provide technical assistance and training to end users on computer operating systems and standard applications.
- Provide Smart Hands support to perform basic technology management tasks that require on-site
- presence under instruction from such other support groups. IMACDs, Equipment changes, reboots and power cycles. Local servers, BIOS Updates, Local storage appliances
- Parts replacement for existing servers resulting out of hardware failure.
- Racking / Stacking / lifting & Shifting of the server’s hardware for replacement of existing servers
- as a part of break fix.
- Manual servers Firmware upgrades in case of incompatibility with OS as a part of break fix only
- when supported
- Provide escort & assistance to vendor
- Tracing and Troubleshooting of Cables & Patch Panels (for Network, Storage, Power)
Process Skills :
- Excellent verbal and written communication skill in English Languages.
- Experience in a large organization administering, operating, maintaining and securing large-scale enterprise desktop environments.
- Working knowledge of ITIL methodologies, such as Incident , Request & Asset management.
EXPERIENCE/KNOWLEDGE & SKILLS
- Working technical knowledge of current protocols, operating systems and standards.
- Ability to operate tools, components and peripheral accessories.
- Microsoft Desktop Support Technician an advantage
- Software and Hardware Troubleshooting
- Windows 7, Windows 10 experience
- Routers, switches and firewall experience
- Microsoft Office 2007, 2013Office 2010 support
- TCP/IP
- Enterprise Backup Software
- PCI-DSS Knowledge
- Working knowledge of SMS, AD, Exchange 2007/2010 and remote control tools
- Knowledge of all software applications used within the organization
- Professional image and grooming
- Self-confidence and interpersonal skills
- Analytical and problem solving skills
- Good communication (both verbal and written) skills
- Planning and organizing skills
- Strong listening skills .
- Able to operate effectively in a team environment with both technical and non-technical team members
- Able to operate with minimal supervision
- Able to manage time effectively, set priorities appropriately, schedule call
- Able to maintain professional demeanor under stress
- Able to operate within customer standard operating procedures.
- Working knowledge of SCCM, AD, Exchange 2007/2010 & 2016 and remote control tools.
- Knowledge in Office 365.
- Good knowledge on HP / UCS Servers & HP & CISCO UCS Enclosure Hardware.
- Good knowledge on HP Blade server’s hardware.
- Good knowledge on Enclosure cabling and troubleshooting.
- Good knowledge on ethernet & Fiber channel connectivity issues.
- Network Cabling and Patching Knowledge.
- Good knowledge servers raking and de-raking.
- Servers Rack patch panel issues need to be identified and fix the issues.
- Floor-walk skills. (what need to be check and how to identify the errors on physically)
- Knowledge on tape library issues. (Used for backups)
- Knowledge on Storage devices hardware replacement. (SAN & NAS)
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