IT Desktop Support - New York - Sky Systems

    Sky Systems
    Sky Systems New York

    1 week ago

    Description
    Job Title: Desktop/Laptop Support Engineer
    Job Description
    Location New York
    As a desktop support engineer, you should be able to act as a Single point of contact in front of the customer management. Ensure proper communication and quick. Responsible for Vendor Management. Own and drives day-to-day operations for onsite support for laptop and mobility support. Take corrective actions based on the customer satisfaction surveys. Drive service improvement programs. Ensure adherence to quality / security standards defined for the engagement.
    • Basic experience in IT industry
    • Good client management & communication skills
    • Good Understanding of ITIL concept & Service Now
    • Computer OS/Peripherals troubleshooting. Asset/Inventory Management
    • Ensure tickets are updated on time and adhere to required SLA.
    • Handling different PC operating systems (Windows 7, 10)
    • Handling end users incidents and IMAC requests
    • Performing Hardware/Software installation (understanding of deployment tools like SCCM)
    • End-user support - Breakfix
    • Desktop/ Laptop/Network Printers Management.
    • Basic AV support for conference room& internal events.
    • Deployment of device for field force users with aggressive SLAs
    • Image Deployment using SCCM, Intune Auto Pilot
    • Desktops patch management
    • VDI technologies Citrix Xendesktop, Azure cloud PC.
    • Laptop AV/endpoint security Management for Mcafee.
    • User Data Management (ONeDrive,Office 365)
    • Refresh of old asset from windows 7 to windows 10.
    • Video conference support for meeting room and events.
    • Vendor coordination for hardware/spare replacement
    • Incident Management
    • Support Queue Management to avoid and SLA misses
    • Ability to work independently and in a team environment.
    • Ability to communicate well with internal and external contacts.
    • Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
    • Support the following technologies: Microsoft Office 2010, office 365 products - Outlook, Word, Excel, Access, Internet Explorer, Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, rack and stack of devices.
    • Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
    • Client-facing experience with proper interpersonal skills.
    • Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
    • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
    • Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
    • Manage service requests, software installations, new computer setups, upgrades, etc.
    • Record incident resolutions in the SNOW tool.
    • Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
    • Responsible for successful deployment and upgrades of laptops & workstations.
    • Ability to work independently and in a team environment.
    • Ability to communicate well with internal and external contacts.

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