What are the responsibilities and job description for the Deskside Support lead position at EATEAM SOLUTIONS PRIVATE LIMITED?
- Job title: DSS Lead
- Duration: 6 months contract with (possible extension)
- Location: Malabar, FL
Job Description:
Responsibilities:-
- Experience in manage a team of Deskside support Engineers and Adhering to SLAs
- Experience in Managing Deskside Support Team
- Good Customer Handling Skills and act as Single Point of Contact
- ITIL Processes awareness and adhering to
- Reporting to the Service Success Manager / Delivery Manager
- Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
- Troubleshooting technical issues
- Ensuring that the processes are adhered to
- Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
- Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
- Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed
- Create documentation for process and procedures
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
- Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.
Required Skills / Qualifications:
- Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer
- Strong Microsoft Operating System installation (Win11/MAC) and troubleshooting skills
- Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter Equipment's/Devices
- Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
- Good knowledge of MAC OS, IPAD and Android devices
- Knowledge in windows Image build process and SCCM deployments.
- Basic understanding of Audio/Video equipment and conference room setup
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. Escalations
- Troubleshoot and assist end users with mobile device setup, activations and performance issues.
- Handheld – Blackberry, Android & IOS support knowledge
- Strong Customer service skills
- Strong written and verbal communication skills
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 skill
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL's value and its methodology
Other skills/ Experience:
- Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required.
- Excellent trouble-shooting skills
- Must Have experience in Providing smart hands support for Network and Datacenter Equipment
Years of Experience
- Min 5 years' experience in a similar position Work in similar technical profile.
Certification Preferable
- A Certified
Job Type: Contract
Pay: $ $30.00 per hour
Application Question(s):
- Are you comfortable to take Drug Test and Background check before joining ?
Experience:
- Microsoft Operating System : 3 years (Preferred)
- Desktop support: 5 years (Required)
Location:
- Malabar, FL Required)
Work Location: In person
Salary : $60,000 - $75,000
