End User Field Support Engineer

RR-0319103 - India Onsite

Job Description:

Job Description for End User Field Support – Medium Level

A full-time position working at designated client site, required to provide high-quality, onsite technical and troubleshooting services covering below support activities within the required SLA time frame

• Hardware support: technical diagnosis and coordination with OEM vendors for repair of defective hardware for a variety of devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers etc.
• Software support: diagnosis and resolution of software functionality for both the operating system and standard desktop applications
• IMACD: physical installations, moves, adds, changes, and de-installs for a wide variety of supported hardware devices including desktops/laptops/workstations, mobile devices, tablets, meeting room equipment, printers and etc. and supported software
• Enhanced support for VIP users including 7x24 on-call support
• Coordinate with infrastructure teams to resolve issues with network, servers or other infrastructure devices or services that impact the normal work of end users (including special care for VIP users)
• Support hardware and software changes (e.g. hardware device change/refresh, system upgrade/migration, patch update, etc.) for end users (including special care for VIP users)
• Asset management support for end user devices by following defined processes
• Provide smart hand support for all kinds of hardware such as printers, servers, network devices, backup devices, meeting room equipment, scientific devices etc.
• Onsite support for events such as trade shows or special meetings
• Regular health check for VIPs’ devices to ensure all systems are updated
• Maintain/manage stock/spare devices dedicated for VIP users to ensure devices run well
• Regular checks for IT Room devices and Meeting Room equipment when required
• Deployment services for large-scale efforts include asset auditing and discovery, project support, image integration, on-site installation, user self-installation, migration, and asset recovery governed with full project status and reporting

Required profile with qualifications as below,

• 3 to 5 years of deskside support experience (MNC support experience and VIP support experience preferred)
• Experience in using ServiceNow is preferred
• Good deskside support technical skills and good infrastructure knowledge
• Good communication and coordination skills
• Fluent English reading/writing/speaking skills
• Be polite, patient, helpful
• Have a good sense of service mindset
• Have a good capacity of adaptability
• Willing to work overtime when required

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Experience Level

Mid Level