Desktop Support Engineer

Must Have Technical/Functional Skills Technical Expertise: •Experienced in desktop engineering and support and Proven ability to offer high level desktop support in an enterprise environment, Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients •Good documentation, language, and communications Skills •Problem-Solving and troubleshooting skills •Incident management, change management and service request management using any ITSM Tools like Remedy or Service Now •Relevant Certifications a plus with such as ITIL V3, Microsoft/CompTIA, and Scripting •Install, configure and deploy Windows 10 desktop and laptop PCs and rugger devices •Install and troubleshoot software and PC peripherals such as printers, scanners, etc. •Good Understanding of Computer Support and Troubleshooting, Knowledge of Windows XP, 7, and 10 along with Mac OSX, Windows Server products and/or Apple Operating Systems, •Experience supporting Microsoft Office 2016 and newer versions. •Experience with Microsoft SCCM OSD process to image PCs. •Microsoft Active Directory computer, user and group administration •Good organizational skills, planning & record keeping and ability to use MS Excel and asset management systems. •Analyze and resolve hardware, software and application problems for networked and stand-alone computer systems and networked resources. Roles & Responsibilities 1. Primary duty is to provide excellent customer/ client experience, the support should be immediate and precise on all technical issues. 2. Must be able to install applications on client environment, troubleshoot the issues, taking backups of the data in the hard disk and make necessary upgrades to the system. 3. Provides support for other end users in the organization, ability to work and resolve hardware problems. 4. Ability to respond to queries in a quick manner that results in great user experience 5. Build and install PCs, Laptops, rugged deices and other peripheral devices related to desktop infrastructure, in accordance with department standards 6. Provides advice and guidance to colleagues regarding incidents 7. Maintain installed PCs, laptops, rugged devices, and peripherals with routine maintenance 8. Identify, log and resolve technical problems with software applications or network systems 9. Identify potential changes and system improvements to present to senior team leaders for consideration and implementation 10. Ensure that work is carried out within agreed service levels and in accordance with department guidelines 11. Create, maintain, and distribute reports of progress to senior leadership 12. Familiar with migrating systems from Windows 7 to Windows 10 or higher platforms 13. Maintain client databases (ServiceNow & CMDB, etc.) with up-to-date solutions and clear record of activities 14. Explain and document technical issues in a clear way to clients 15. Use call logging system to accurately record telephone requests if required. 16. Conduct business in a professional, competent, and ethical manner 17. Evaluates new system software, reviews system software updates, and identifies those that merit action 18. Investigates and coordinates the resolution of potential and actual service problems 19. Effective collaboration of other operations supports teams 20. Recommend process improvements to existing operational support models 21. Coordinate/Implement Routine & Ad-Hoc Tasks with multiple vendors 22. Execute/document tasks & actions performed whenever necessary 23. Work towards automating tasks wherever possible 24. Participate in project planning and incident review meetings

Salary Range: $45,000 - $65,000 a Year

TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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