Desk Side Support Engineer

Job Title: Desk Side Support Engineer

Location: Phoenix, AZ

Contract

JD: Responsibilities :-

• Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA
• SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved
• Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.
• Team Management - Team building and handling skills and act as a bridge between the leadership and team members
• Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.
• Transition - Due diligence and coordinate with the transition team for proper implementation of the process
• Tech Bär Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.
• Automation - Process improvement and automation opportunity to be explored and implemented
• Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
• Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team
• Technical Requirements:
• Disciplined, systematic problem-solving skills required
• Windows Operating systems 10 & 11 with troubleshooting
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• ITSM ticketing tools such as ServiceNow
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),
• VPN and remote dial-in users
• Soft Skills:
• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE & Windows
• Should have a great customer handling skill
• Able to handle hardware issues, Software, and printer issues
• High level of acceptance
• Can drive HCL's value and its methodology
• Other Skills / Experience:
• Ability to learn new information quickly
• Ability to integrate as a cross-functional, team player
• Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call during the week
• Customer Focus
• Teamwork
• Technical Expertise & Troubleshooting
• Interpersonal Effectiveness
• Concern for H/W Order and Quality for EUC build
• Years of Experience:
• Total :6 - 8 years' experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management. Hub & SPOKE model, Device ordering
• Relevant : 5-6 years of FSO Manager experience
• Certification requirements:
• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred
• Education requirements:
• Bachelors / Masters / Equivalent