DESKTOP ADMINISTRATOR L2

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FIELD SERVICES ENGINEER Job Description End User Support Experience

o Experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

o Good Customer management skill,

o Good in oral and written communication

o Able to interact and work with customer at different levels.

o Self- Driven and result oriented.

o Really passionate about the work

o Ability to work with deadlines and complete tasks on time.

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Hardware Troubleshooting and Repair

o Hands on experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories

o Basic knowledge of enterprise LAN, WAN, Server setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.

o Ability to lift / move computer equipment weighing up to 50Lbs.

o Conference room A/V equipment assistance & troubleshooting

o Basic VOIP phone configuration & troubleshooting

o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability

Operating System & Software

o Skilled in desk side support for Installing & troubleshooting Operating Systems (Win 7/ Win 10 / MAC / Linux)

o Experience with Anti-spyware and Anti-virus software.

o Basic installation and troubleshooting of standard software’s / application like Adobe, browsers

o Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, One Drive)

o Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles

o Basic understanding , mail configuration and troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),

o Basic understanding on Data backups,

o Basic understanding and troubleshooting for VDI, SCCM / Lan Desk / Altris,

o Basic configuration & troubleshooting of Apple machines /mobile devices

o Contribution towards creating KB article

o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines

Tools & Process

o Knowledge and experience on Service requests and incident management process,

o Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.

o Knowledge and experience of ticketing tools (Service Now / Remedy etc.),