Deskside Support Engineer
Tata Consultancy Services
Hong Kong, Hong Kong
4天前

Job Description Role and Responsibilities

  • Provide Hardware break fix services for laptop, desktop, printers and scanners
  • Provide hardware upgrade services for laptop, desktop, printers and scanners
  • Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services
  • Provide L3 desktop support, Provide L2 LAN support (LAN admin support with touch services)
  • Technical support for Voice and Video conferencing
  • Co-ordination with vendor, Co-ordinate with offshore and onsite tech support team
  • Identify and Share / recommend new products (H / W & S / W) for evaluation
  • Provide support for sales team (Remote / Roaming users) and Provide assistance for S / W distribution across network
  • Provide assistance for antivirus management
  • Trouble ticket maintenance and Maintain file and print servers (Location specific)
  • Conduct user awareness sessions / trainings to end users on new technologies
  • Publish local maintenance details, Assist for virus outbreak management / events (Offshore- Remote support)
  • Site Inventory management and maintenance
  • Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports
  • Attend regular trainings and learn new technologies as required and conducted by the employer
  • Escalate the issues to management or next level as needed, Provide support for asset disposal services
  • Generate and provide weekly, monthly activity and other reports
  • Escalate and Coordinate with remote support team at offshore to get the user issues resolved
  • Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and another global team
  • Identify and implement best practices, service improvements and transformation opportunities and share the same to global team
  • Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
  • Implement the corrective / preventive action identified
  • Co-ordination with the other support groups and Domains
  • Discuss management of risks in advance with the Domain Leads
  • Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
  • Ensure that the policies and procedures set by TCS are adhered to
  • Escalating to higher management whenever required
  • Report the status to the higher management
  • Qualifications and Education Requirements

  • Bachelor's Degree or equivalent experience
  • 5 to 7 years of relevant IT work experience required
  • ITIL Certification or ITSM process knowledge strongly preferred
  • MCSE or MCP preferred
  • Preferred Skills

  • Minimum 5 to 6 years of experience in Enterprise desktop support experience
  • ServiceNow hand on experience on ticket management and procurement is must.
  • MCSE or MCP on windows 7, 10 and A+ Certification is essential
  • Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)
  • Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications
  • Very good hands on experience on Lync, WebEx, RDP , Remote desktop support, MS Terminal Services , CISCO VPN , BMC Remedy service management tool , MS SCCM Client , COMM vault back up and Disk keeper disk wipe software
  • Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience / exposure to virus outbreak management
  • Good knowledge and implementation skill on Enterprise desktop security and end point protection and management
  • Installation experience on MS .NET, Sun JAVA client, MS Direct X ,IBM DB2 client ,SAP GUI client will be an added advantage
  • Very good experience on providing client level support to web conferencing systems like WebEx, Lync or Intercall
  • Experience in Manufacturing / Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc.
  • Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems
  • Exposure on technical support to Apple iPhone, Blackberry and other PDA devices
  • Excellent hands on experience in installation and troubleshooting desktop ,Printers , Laptop and other computer peripherals hardware problem
  • Trouble shooting network printer issues, file server issues with exposure to handle dell servers
  • Excellent communication and documentation skills are mandatory
  • Very good knowledge about enterprise LAN and WAN setups with hands on experience in trouble shooting and identifying network issues
  • Exposure to MS ADS and user ID management
  • Ability to co-ordinate with different internal support groups (Like Network, Messaging, Security and change management teams)
  • Ability to physically move PCs on the floor and to the desks
  • Ability to communicate with the end users and executives (If needed)
  • Ability to work as a team member with good team spirit
  • Good understanding about tiered infrastructure support services in a managed services model
  • Experience in working with Onshore / Offshore teams
  • Experience in working with cross-functional teams (IT Service Management framework)
  • Ability to effectively communicate with global teams for issue escalation and problem resolution
  • Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift / move computer equipment (up to 40 to 50Lbs)
  • Working knowledge of Incident / Problem / Change Management frameworks such as ITIL v3, TQM or ISO 9000 : 2000 (certification not required but is a plus).
  • Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company
  • Strong influencing and relationship management skills
  • Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
  • Self-driven and resourceful to achieve goals independently as well as work well in groups.
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