Job Description

About Company: An Indian company that focuses on its customers and provides IT infrastructure solutions is changing course to close the gap between cutting-edge IT solutions and client needs. Possessing headquarters in Bangalore and Hyderabad, Client is well-equipped to handle projects for clients all over India thanks to our operational prowess and expertise.

An Ideal Candidate: The ideal candidate for the L1 Desktop Support Engineer position should have a proven track record of work experience as a Desktop Support Engineer, Technical Support Engineer, or in a similar role. They should possess hands-on experience ranging from 3 to 5 years in working with Windows, Linux, and Mac OS environments, showcasing their versatility in supporting diverse operating systems. In addition, the candidate should have a solid working knowledge of office automation products and computer peripherals, including printers and scanners, to ensure efficient resolution of technical issues and seamless user experiences. Their ability to provide effective support and technical solutions is a critical aspect of this role.

Key Competencies:
1. Isolate and troubleshoot system issues; diagnose standard software issues and report hardware issues to OEM/Vendors.-
2. Troubleshooting /Installation /Re-installation /Configuration of systems, printers, scanners.
3. Configure desktop and laptop as per the desktop/laptop standardization policies.
4. Installation /Re-installation /Configuration of in-scope client software /applications.
5. Access control - vendor coordination for technical support.
6. Troubleshooting /Installation/Configuration of e-mail clients.
7. Support for local area network issues (LAN), DHCP client.
8. Install antivirus software and check virus definition auto updates.
9. Install approved patches onto desktops / laptops.
10. Configure Print Queues for Servers / Users / Groups.
11. Configure appropriate rights and permissions for accessing printer.
12. Vendor Management - co-ordinate with respective 3rd party for In scope IT Assets and vendor issues.
13. Log and co-ordinate calls being escalated to the vendors. Track the calls till resolution by the vendor as per the vendor committed SLO.
14. Perform escalations matrix with the 3rd party vendors.
15. Providing assistance / support / maintenance for the AV components - non technical failure.
16. Voice lines management - coordination of new phone connections, Movement, enable STD/ISD with EPABX vendor in case of any technical issues.

Adecco