Desktop Engineer L1

Job Description - Technical Requirements Candidate must have 6 to 8 years in Field Services / Onsite Support Services - PC/Mobile/Hardware Hands & Eyes Meeting Rooms & Events Support Smart Hands Collaboration & Telephony Equipment Office Moves. Hands-on Office Move Projects - Good technical knowledge of Windows operating system (Windows 10 and 11) - Knowledge on Microsoft Office 2016 (Office 365) - Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role - Ability to perform remote troubleshooting and provide clear instructions - Experience in Handling Windows Imaging Project - Experience in software development, processes, and methods - Good knowledge of basic networking and troubleshooting tools like nslookup, traceroute, ping, and packet capture tools etc. - Ability to co-ordinate and interact with various teams to arrive at a quick resolution. - Ability to organize workload for effective implementation. - Ability to interact effectively at all levels with sensitivity to cultural diversity - Ability to adapt new product support as organization evolves. - Knowledge on SCCM and Intune administration - Knowledge on mass OS deployments - Experienced in maintaining multiple OS image and hardware models - Experience in Microsoft’s OEM Pre-installation Kit (OPK) tools - Knowledge of PXE and DHCP functionality Soft Skills: - Strong interpersonal skills - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - Able to handle unforeseen situations - Excellent problem-solving and multitasking skills - High level of acceptance - Can drive value and its methodology - Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs. - Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services. - Experience in the management of multi-discipline teams in distributed locations - Demonstrable results in a business customer facing role, with a track record of delivering Responsibilities - Bulk refreshes (smarthands GLOPAS) - Refresh PC support with individual user - Management of existing Recycle cages at Customer sites - Management of any existing Loaner lockers at Customer sites - Coordination for Laptop provisioning to New starters - Laptop configuration for New starters - Assist with Problems – driver updates/patching/firmware - BTO requirements - Asset management - Coordinate Asset repair and Break-fix with equipment provider - Hardware storage utilizing Customer’s on-site storage provisions - Couriers/packaging utilizing Customer’s on-site courier/packaging service - Communicate designated points of contact at each site from Facility Management - Coordinate goods receipt with on-site Facility Management - Coordination and getting on-site assistance from Facility Management - Desk setup/maintenance (In Country or FM) - Hardware Troubleshooting (Mobile / Tablet) - Software Troubleshooting (Mobile / Tablet) - Issue handling - Coordinate Ordering with Equipment/Service Provider - Coordinate Returns with Equipment/Service Provider - Networks, GLOPAS, Conferencing, Server/Storage, Printers - Support any Crisis Management activity as per the plan and responsibilities mentioned for - Support track and as may be required by other track. - Defining and setting up a process for local announcements - Marketing and branding for local announcements - Content, format and medium of local announcements - Planning the local announcement – date, time, venue and medium - Making the local announcement with approved content, format and medium - Change Advisory Board Meetings and Document Review - Office Calls and Follow up actions - Monthly performance reporting - IT Induction of new users - VIP Support (when a country has an IBA) - Advance forecasting and notification of IBA - User follow ups, escalations for tickets, email queries, complaints - New Starter Tracking: Hardware Orders, AD Account & Phone - Coordinating WEEE: ""Waste from Electrical and Electronic Equipment"" with Facility - Management and 3rd party vendor - Coordinating with facility management teams to ensure management of User guides - Providing training and support for new employees (monthly) - Assisting users in adapting to new technologies (scheduled quarterly connect session) - SCCM & OS Troubleshooting - License & Software Services Team Meetings - Writing Knowledge Articles - Reviewing aging articles - Presenting knowledge items to team - Reviewing and approving proposed or new Knowledge articles - OS version updates and Profile recreations (Vulnerability tickets) – if central workplace services - team is not able to deploy updates or create profile due to any reason - General queue monitoring, dispatching tickets, problem tickets Educational Qualification Bachelor’s degree in technology OR equivalent higher education in I.T. Trainings , Certification Relevant technical certifications, such as: CCNA/A++/Comptia