About the job TIM Engineer / Desktop Support Engineer
Roles and responsibilities:
* Build and configure laptops as per standard specifications
* Troubleshoot application and OS issues faced by employees of the Respondent
* Take actions as advised by the Manager related to IT policies
* Update Antivirus and Windows patches
* Communicate with employees regarding updates on service requests/allocation of laptops
* Allocate/deallocate assets in CMDB
* Ensure all laptops/desktops are working properly
* Respond to service issues on time
* Respond to user tickets regarding hardware, software installation; manage end-user IT equipment
* Send/ship IT hardware to users
* Set up computers/endpoints and install software for various applications and programs
* Provide technical support across the company (in person or over the phone/remote) regarding any operating system issues
* Keep track of the number of laptops/desktops in the store
* Provide physical support to the core Technical team in the server room
* Serve as the first point of contact for the customer seeking technical assistance
* Direct unresolved issues to respective teams
* Inventory management of all IT assets
Candidate specifications:
* Relevant qualifications preferred; ITIL V3 Foundation, MCSA certified
* Candidate without certifications but able to demonstrate exceptional knowledge and skills with a proven track record may be considered
* Pre-Requisite: Approximately 3 years of experience working in IT support operations with a multiplatform environment (Windows, Cisco)
* Experience with contact center support will be preferred
* In-depth knowledge of Windows 10, Office 365, etc.
* Knowledge of troubleshooting multiplatform devices like laptops, phones, tablets, softphones
* Hands-on support to the core team in the server room; remote assistance
* Coordinate with the service desk, Tech M team, and client technical team for resolution
* Some experience with asset management
* Standard SOE deployment
* Troubleshooting using remote tools
* Basic knowledge of DNS, DHCP services
* Basic knowledge of Windows Server and Windows client
* Has experience working with ITIL processes: Incident Management
* Process-oriented; highly self-driven with minimal supervision
* Ability to operate well in a team-focused environment
* Good at handling stress and difficult situations
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