Technical/Functional Skills : Experience in providing Deskside Support Knowledge of Windows Desktop OS Data Center, Network Operation Support Smart-hand support for Server, Network and End user computing Basic Knowledge of reporting/ITSM Tool Experience in supporting VIP users Excellent Communication Roles & Responsibilities: Desk-side engineer for technical support for customers and their networked computers and peripherals Duties include (but not limited to) Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives IMACD function including installation and decommission Backing up and restoring user data, settings and associated systems administration activities Assist ServiceDesk/Remote 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 Recommends and/or performs upgrades on systems to ensure longevity Works with procurement staff to purchase hardware and software Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites Provide trade show 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 SLAs as agreed upon with the customer Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues Exposure to PALO Alto devices to support.
