Desktop Support Engineer

• Job Responsibilities: IT Support - Senior RE

1. lead and manage a team of IT support engineers, ensuring efficient operations and customer satisfaction.
2. Assess the performance of team members and provide guidance for improvement.
3. Coordinate with Local Plant \Depot leadership team and support for all IT support services.

Complex Issue Resolution:

• Handle escalated technical issues that require expertise beyond basic support.
• Troubleshoot and resolve complex problems related to hardware, software, and network infrastructure.
• Identify customer needs during support interactions.
• Train new team members on technical processes, tools, and customer service skills.
• Ensure that the team is well-prepared to handle various support scenarios.

Technology Expertise:

• Possess knowledge of various technologies
• Collaborate with third-party vendors to address system errors and enhance performance.

Performance Metrics and Incident Management:

• Monitor performance metrics to track team efficiency and effectiveness.
• Manage incident response and resolution.
• Provide technical support to end-users via phone, email, or in-person.
• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and peripherals.
• Install, configure, and maintain computer systems and software applications.
• Diagnose and escalate complex IT problems to higher-level support teams when necessary.
• Document all support activities, solutions, and troubleshooting steps in the ticketing system.
• Assist in maintaining IT inventory and asset management. Manage all Zonal Assets and share monthly report to Asset Manager.
• Ensure compliance with company IT policies and procedures.
• Collaborate with other IT team members to improve support processes and enhance user experience.
• Provide training and guidance to end-users on IT-related topics and tools.
• Basic level support of network components like Switch ,Router Access point ,NW cabling etc.
• Support for O365 components like SharePoint Online (SPO), Yammer, MS Teams, and Outlook.
• Maintain daily health check reports for critical IT devices .
• Coordination with All HCCB OEMs and partners to support sites.
• Patch management on servers & all IT devices as per standards.
• Ensure all devices are onboarded to MDATP or any other security components.
• Installation & manage VC devices support.