TEST DEMO-Deskside Support Engineer

Service Deliverables

• Provide onsite and desk side support services to end users
• Troubleshoot PC related problems at the direction of client level 2 or SPOC
• Complete incidents and requests within SLA in pressurized environment
• Build, configuring and troubleshoot Install Gold image on Customer PC and laptop applications and hardware components
• Ensure tickets are updated on a daily basis
• Support meeting room environment and video conferencing
• Support printers, scanners and other peripherals
• Support mobile devices, such as iPads, iPhones and Android devices
• End-User Data back-up and restoration when required in the course of a service incident
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by client Tech support will assist in troubleshooting the data center devices
• Replace defective components cards in data center equipments as advised by client Tech Support e g, Remove a module and replace it, reconnecting patch cables
• Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by client tech support

Special Instructions

• Individual must have good customer facing skills and be well presented
• Demonstrates independent and pro-active thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
• Must be able to work alone and unsupervised, taking the initiative when necessary
• Must be organized and prioritize work appropriately