Deskside Support Engineer
TECEZE
Burlington, MAFresher1h agovia LinkedIn
Key Responsibilities
- Assists staff with installation, configuration, and ongoing usability of computers and peripherals within established standards and guidelines.
- Works with vendor support contacts to resolve technical problems.
- Works with service desk and RDS as appropriate to determine and resolve problems received from clients.
- Responds to support requests from the service desk, users, and other infrastructure teams.
- Performs upgrades as directed to ensure the longevity of equipment.
- Keeps track of requests and ensures they are implemented as planned.
- Participates in incident handling concerning desktop changes.
- Participates in projects concerning larger desktop changes, for example, rollout of new antivirus.
- Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers, and administrative systems.
- Provides weekly reports.
- Implements best practices.
- Acts as the single point of contact with the customer.
Requirements & Tech Stack
- Microsoft environment knowledge (desktop & server).
- Technical understanding of products building up a desktop service.
- Experience from the desktop environment.
- Exposure to managing remote sites.
- Phone support experience is necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Operating Systems:
- Windows and Novell Operating Systems
- Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008
- Directory Services: Active Directory, Novell eDirectory, Lotus Notes
- Email: Exchange 2003/2007
- ITSM Ticketing Tools: Remedy, HP Service Center, Peregrine Service Center
- Remote Desktop Connectivity Applications: SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet Browsers: Explorer, Chrome, Firefox
- VPN and remote dial-in users.
- Support for laptop, desktops, AV Devices, and printers.
- PDA and Blackberry support.
- Apple iPad Device support.
- Other applications: Adobe Acrobat, Winzip, and other common desktop applications.