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Desktop Support Engineer L2

Required Skills:

  Desktop support
Location:  Mumbai
Employment Type:  Contract
Experience:  2-4 yrs.
Valid Through:  27-05-2018

Job Description:

 

Respond to telephone or electronic mail for level 3 end user support. - Assess & fix client problems using Remote desktop capturing tools - Record & update trouble tickets with resolution information in a timely & clear manner. - Provide preferential and high-quality support and trouble-shooting services to the VIP users - Provide support services for issues related to desktops, laptops, printers, scanners and other end user assets. - Ensure that calls / emails are responded as per SLAs defined. - Escalate unresolved calls to the appropriate teams; including IBM based research groups, Microsoft support, supplier support, etc. - Adhere to the predefined guidelines of incident management process. - Prepare / provide L3 work reports as and when applicable Ensure that all tickets are transferred to the right resolver groups - Proficient in using and troubleshooting of MS Desktop Operating Systems e.g. Windows XP,7,8,Vista - Proficient in using and troubleshooting MS Office e.g. 2003,2007,2010,2013. - Basics of MS Windows Active Directory & GPO’s. - Preferably MCDST/ A+ certification. - Exposure to telephonic troubleshooting to one or more of the following areas. - Troubleshooting, repair etc competence in Microsoft Windows Desktop Operating System. - Basic troubleshooting, installation,configuration of MAC OS. - Installation, reinstallation, recovery of Windows XP,7,8,Vista OS - Basic installation, configuration & troubleshooting of Microsoft SCCM agent on Windows OS. - MS WSUS patch installation, configuration, troubleshooting, Update. - Windows XP/7/8/Vista troubleshooting. - Hardware troubleshooting & diagnostics of IBM,HP,Dell,Lenovo, Apple

 

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