Desktop Support Engineer

Desktop Support Engineer Responsibilities:

• Responding to client support requests.
• Contacting clients to find out the nature of the problem.
• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Knowledge of TCP/IP, DHCP DORA process, DNS, LAN, & VLAN
• Advising on software or hardware upgrades.
• Providing basic training in computer operation and management.
• Completing job reports and ordering supplies
• Basic Server knowledge is require.

End-user support-

About 250 IT users, Approx.15 tickets per day; Users mostly WFH_- hence, remote

Support from our office over TeamViewer and MS Teams; Ticket support includes hardware, software

And Zscaler VPN set-up related issues

Ticketing tool -Handling tickets using ServiceNow (global) and OS ticket (local) & Service provider can use

Our OS ticket, or bring in another ticketing tool of their choice, which must be hosted on our server in

office/cloud.)

User management In EXCEL Format- IT User addition / maintenance / deletion -on excel and our portal.

Asset management-Covers hardware and software assets; maintain our excel database, and user asset

Assignments on our portal; regular inventory; support asset audit.

O365 expert support – Azure AD management, Mail and Teams support, Azure Back-up, and Storage

management, coordination with global team.

Reporting- Monitoring daily and weekly; Monthly Service Report; Monthly Service Review meeting; We

Need escalation matrix at service provider.

Audit-readiness- Maintain SOP’s, and all documents for respective services.

Active Directory