Desktop Support Engineer

Job Description :

Remote Desktop Support Team member is required to perform a support role for desktop related issue,, equipment configuration, back up maintenance, software installing / de-installing.

Provide answers to the clients by identifying problems; researching answers; guiding client through corrective steps.

Daily Activities :

• Dealing with International clients and have proficient international client support
• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
• Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Understanding on AD DS, Azure AD, DNS, DHCP, Azure VNET, Networks, Azure cloud.
• Help in organizing and managing of the business applications that is installed on Azure VD / Citrix.
• ITIL Knowledge (Incident / Problem / Change Management).
• Good understanding on Installing, upgrading, configuring of required Citrix VAAD and other virtualization products
• Good troubleshooting skills in Citrix printers, profiles, resource manager's thresholds, Azure VD host pool configuration
• Installed Application troubleshooting. Like MS office, outlook, Adobe, etc
• Windows OS troubleshooting
• Strong Analytical and troubleshooting skills, Troubleshooting complex and business critical issues
• Proficient in administering & troubleshooting Windows desktop operating systems(Win10 / Win11) including good knowledge & understanding on Bitlocker, Registry advanced Windows issues.
• Good knowledge & understanding on Windows networking concepts LAN / WIFI including troubleshooting & isolating issues.
• Good knowledge on Windows Security Components (Certificates, Antivirus, VPN)
• Good knowledge on App install / uninstall troubleshooting & referring Log files / event viewer
• Good understanding on Windows Services, Configurations and Scheduled Tasks
• Demonstrate strong analytical, troubleshooting and problem solving skills
• Experience of working with ServiceNow for Incident management
• Good Knowledge on GPO, Device Drivers, Profiles, DHCP & DNS issues

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