L2_ Desktop Support Engineer_BKCConfidential • Mumbai

L2_ Desktop Support Engineer_BKC

Confidential • Mumbai

30+ days ago

Job description

Functional Reporting : IT Role : EUS & Event Support L2 Location : MUMBAI Administrative Reporting : IT Role Purpose The position serves the following purpose

Manage Incidents and Requests requiring physical presence such as hardware break-fix, IMAC,
desk-side software support, re-imaging, hands and feet support, asset refresh and disposal activities
VIPs / Event Location may have custom IT requirements such as a separate OS to be supported, a high-performance machine, and network requirements

Areas Key Accountabilities / ResponsibilitiesKey Deliverables

Troubleshooting desktop / laptop OS issues like Win 10 / 11 & Mac OS and support for standard software issues

Isolate system issues, diagnose standard software issues and report hardware issues to respective Vendors.

Configure desktop and laptop as per the desktop / laptop standardization policies of customer

Installation / re-installation / configuration of in-scope client software / applications

Troubleshooting issues related to standard office softwares (MS Office Word, Excel, and PowerPoint etc.) and Internet client

Relocation of Computers & Peripherals as required by users. Logistic to be provided by

Configuration and finetuning of existing applications on computers such as internet browsers and office automation application settings

Coordination with 3rd parties and other units for resolution in incidents and problems

Continually monitor environment to ensure best practices and set guidelines are being followed.

Support for local area network issues (LAN), DHCP client

Installation / re-installation / configuration of systems, printers, scanners

Install antivirus software and check virus definition auto updates

Install approved patches onto desktops / laptops

Configure Print Queues for Servers / Users / Groups

Troubleshoot print queue related issues

Configure appropriate rights and permissions for accessing printers

Remove virus from respective desktop / laptop with the antivirus software.

Upgrade of Desktop Operating Systems & software's

3rd Party Supplier coordination

Creating, updating SOP documents

Strong analytical and problem-solving abilities

Incident and Problem Support : This involves break / fix, configuration issues.

Participate in on-call rotation (as required) for emergency technical support and planned maintenance activities

Should be flexible to work in rotational shifts

Stocking location for hot swap devices for VIP / Event Locations devices laptops, tablets, mobile devices

Support the various types of devices including Windows, Mac and Tablet

Trainings new technology, soft skills and technical training for non-standard devices

Quick resolution techniques-based on VIP profile and business application utilization

Identified backups-VIP / Event Location support engineer backup and device backup

User access credentials and security clearances-the VIP / Event support engineers shall be provided with admin privileges on VIP / Event location devices, along with access to the AD database to generate user specific account details. The process shall reduce the dependency on the remote team for support and increase the first-time fix rate along with the user satisfaction

Line of communication establishment with secretaries / Event Managers

Knowledge of user / event preferences, including desktop screenshots and Settings

Exclusive monitoring and reporting mechanisms agreed

Knowledge Base on key learningspart of the Knowledge Acquisition Phase

Comprehensive VIP user / Event Location database covering assets, gadgets, usage pattern, and best time to serve, applications installed, contact numbers, etc.

VIP user location / Event location MAP-Grid layout of VIP user locations, including executive briefing rooms and conference rooms

Key Activities

VIP Support for end users and planned events

Provide support and uptime for VIP / Event Location devices

Ensure that VIP machines / Event location devices are proactively maintained

Schedule periodic clinics with the VIP assistant to check and ensure that both primary and secondary machines are adequately functional

Provide proactive checks on the systems to ensure the Primary and Loaner devices are at the N or N+1 level operationally

VIPs / Event Locations are always serviced by the same set of VIP support personnel so that continuity of service as well as a personalized touch is maintained for Gold users

Excellent and effective communication skills

Requisite certifications in hardware and software platforms used by the target audience is preferred

Key Interactions Internal Nature Mobile App for VIP users / Event Managers shall be used by the end users to log a ticket or request for a call back from the Onsite Engineer

The VIP app would direct the call back to the Onsite Engineers.

If the end user chooses the option for a call back, then the app would auto ticket log in ITSM Tool, which would create a ticket for the call back, and can be tracked for resolution or closure of the ticket.

External RCP, Vendors, IT Service Providers

Hardware failure and replacement, 3rd party application installation

Firmware and patch upgrade support for system and different devices

Event management

Role Requirements Educational Qualifications

B Tech / BE or equivalent. Degree in IT would be preferable

Experience (Type & Nature)

Minimum 1 - 3 years of experience with hospitality background

Excellent communication skills with customer handling experience

Skills & Technical Competencies

Ability to handle the critical situation during the incidents and escalations

Hardware / Software troubleshooting on various devices

Ability to manage and prioritize tasks efficiently

Readiness to demonstrate a proactive attitude

Excellent verbal and written communication skills

Skills Required

Windows Os, Hardware Troubleshooting, Networking, Active Directory, Remote Support, ticketing systems

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