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Beasley

    Desktop Support Engineer - Beasley, United States - HCLTech

    HCLTech
    HCLTech Beasley, United States

    4 weeks ago

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    Default job background
    Accounting / Finance
    Description

    General Description


    • Job description for Desk-Side profile.

    Responsibilities


    • Good in Data Analysis & Reporting using MS Office and ITSM tools


    • Coordinate desktop changes to avoid deployment collisions.


    • Prepare requests for rollout


    • Prioritize change requests


    • Create rollout plans for changes requests


    • Coordinate implementation process


    • Keep track of request and make sure they are implemented as planned


    • Participate in incident handling concerning desktop changes.


    • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.


    • Microsoft environment knowledge (desktop & server).


    • Have good technical understanding of the products building up a desktop service.


    • Experience from the desktop environment.


    • Understanding and experience of change management process.

    Technical Requirements


    • · Phone support experience necessary.


    • · Technical Service desk or technical call center experience is necessary.


    • · Disciplined, systematic problem solving skills required.


    • · Windows Operating systems


    • · Clients: Windows XP, Windows 10


    • · Servers: Windows 2008/2012/2016


    • · Knowledge of Active Directory


    • · ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center


    • · Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools


    • · MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio


    • · Internet browsers (e.g. Explorer, Chrome, Firefox),


    • · VPN and remote dial-in users


    • · Support for laptop, desktops, and printers all models


    • · PDA and blackberry support


    • · Others: Adobe Acrobat and other common desktop applications like WinZip, etc

    Soft Skills


    • Excellent communication and conversation skills (Verbal and Written)


    • Good documentation skills


    • Good working knowledge of MS OFFICE (Including MS Project and Visio)


    • Should have a great customer handling skills


    • Able to handle unforeseen situations


    • High level of acceptance


    • Can drive HCL's value and its methodology

    Other Skills / Experience


    • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone


    • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.


    • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.


    • Ability to learn new information quickly and the willingness to do so at all times.


    • Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.


    • Customer Focus


    • Teamwork


    • Technical Expertise


    • Interpersonal Effectiveness


    • Concern for Order and Quality


    •

    Years of Experience


    • Relevant : 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.

    Certification requirements


    • Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification


    • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

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