Role Desk Side Support Engineer
Location Phoenix, Arizona
Work Authorization : USC
JD: Responsibilities :-
Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA
SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved
Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.
Team Management - Team building and handling skills and act as a bridge between the leadership and team members
Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.
Transition - Due diligence and coordinate with the transition team for proper implementation of the process
Tech B r Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.
Automation - Process improvement and automation opportunity to be explored and implemented
Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team
Technical Requirements:
Disciplined, systematic problem-solving skills required
Windows Operating systems 10 & 11 with troubleshooting
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
ITSM ticketing tools such as ServiceNow
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),
VPN and remote dial-in users
Soft Skills:
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE & Windows
- Should have a great customer handling skill
- Able to handle hardware issues, Software, and printer issues
- High level of acceptance
- Can drive HCL's value and its methodology
Other Skills / Experience:
. Ability to learn new information quickly
Ability to integrate as a cross-functional, team player
Personal dedication to providing high quality, superior service
Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week
Customer Focus
Teamwork
Technical Expertise & Troubleshooting
Interpersonal Effectiveness
Concern for H/W Order and Quality for EUC build
Years of Experience:
Total :6 - 8 years' experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management. Hub & SPOKE model, Device ordering
Relevant : 5-6 years of FSO Manager experience
Certification requirements:
- Preferred MCP/MSCE/MSCA or HDI CSS
- ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred
Education requirements:
- Bachelors / Masters / Equivalent
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