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Deskside Support Engineer

Relevant Experience : in years

4-7 years

Summary of the role

Specialist

Job Description in details using Skills , Product names , Certifications etc.

Provide 2 resources who will be responsible for advanced pc software support of Windows 10 devices (MDT, Re-image, Data backup, patching etc) Must have strong interpersonal skills and ability to communicate technical issues to non-technical team members. Basic network support (data jack repair, cross connecting, cable management) Tech Skills
Familiar with basic computer and network troubleshooting techniques and methodologies
PC Troubleshooting tasks
Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software
Installing Printer drivers, IP Printing/Cloud Printing
OneDrive Setup and migrations w/ OneNote Cloud Sharing
Attempt Data Recovery on failed systems
Troubleshoot Encryption issues
Troubleshoot Password issues
MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365
Mac LAN / WAN connectivity troubleshooting
Network Troubleshooting task
Diagnose cabling issues
Network port connectivity verifications
Locating rogue networking devices
Networking component swapouts (Router, Switch, WAP)
Ability to become familiar with FedEx approved hardware
Cisco VOIP installation and troubleshooting support
LAN / WAN support and troubleshooting
Ability to utilize TACACS to view switch information
Ability to utilize NetDB to perform port assignments
Customer Communication Skills
Ability to maintain composure with challenging customers
Able to direct customers to correct support groups
Time and resource management
Workload Prioritization
Sense of urgency
Need Spotlight and Tech Service KB access
Due to testing environments must be able to support all field equipment that Field Techs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.
Additional skills & Support required
Freight Level of support provided prior to Execnet
Manage Freight HQ PCL
Tech would order pc equipment through freight depot
Break/Fix / Temp replacements Escalated with Freight Depot
Cell support tech setup/troubleshooting of cell phones (non mgmt. included)
Ready and assist with video conferencing equipment
New board room video equipment
Will have some assistance with Video Conference Room support
Maintain Video Conference Equipment
Point of contact for Level 3 video conferencing Point to point bridging
Networking Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out
Work w/ Network Engineer
Cisco VOIP support (Install / Troubleshooting)
Intermediary between multiple support groups
Setup and troubleshoot new-tech non-standard devices (Typically PC equipment, accessories)
Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini)

Primary Skill

Helpdesk, Good Communication, L1 Troubleshooting skills

Secondary Skill

ITIL

Alternate Skills


Certifications Completed


ITIL

Products Used :

Location Details including Post code for onsite if not HCL center : (Optional)

Cary, NC

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases