specialist - Atlanta, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Atlanta, United States

    1 month ago

    Default job background
    Description

    Job Description (Posting).

    Role Definition

    Job Title:
    Deskside Services Engineer

    Reporting to:
    Regional Manager

    Minimum Experience 2 -3 Years of Deskside Services Technician

    Background
    As a member of the Onsite Support team, the candidate will provide high quality support with very
    good customer service, technical expertise, and timeliness. This position has frequent contact with end
    users, peers, managers & VIP s. The candidate will operate in a team environment with a
    collaborative approach to resolving customer problems and supporting other members of the Site.

    Detailed Description
    Minimum Two or more years of experience in End User hardware and software
    Configuration troubleshooting.
    Perform complex installations and Configurations of desktops, laptops, mobile devices, and
    associated Peripherals and related Software.
    Experience in performing activities like changes, or Software installations, Break Fix activities, Desk Side Support, Data Migration, Refreshes).
    Experience Supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN,
    local and Network printing, G Suite, Notebooks (e.g., iPads, Surfaces), and mobile devices.
    Ability to install Software for and troubleshoot a wide range of Applications.
    Provide IT support for disaster recovery and emergency response activities in the event of
    emergency situations at local sites.
    Excellent customer service orientation and verbal communication skills.
    Analytical thinking and problem-solving ability.

    (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases