Beschreibung
Field Service IT Support:Workstation Services (e.g., Desktop, Monitors, Printers and laptop)
• Breakfix
o Desktop/Laptop Hardware related troubleshooting - Create, test and develop current Workstation images.
o Prepare and configured new laptops/workstations specifications as assigned
o End User Computing (EUC) Device Refresh as part of BAU ( any bulk refresh will be treated as separate project activity)
o Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
o Provide onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.
o Windows upgradations through SCCM agent.
o OS and application installation: Windows migrations and deployment of customized images using SCCM
o Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax support
o Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices
o Analyzed and diagnosed DNS/DHCP/VPN and other networking issues
o End user issues related to network, IP config, windows troubleshooting
o Actively worked with hardware and software vendors to resolve client issues in a timely manner
o Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.
o Installation of printers, Configuring conference room facilities
o IP Phone installation, troubleshooting
o O365 configuration, troubleshooting
o Other aspects related to End user computing
o Deskside Support
o Spares management
o Installs, moves, adds, changes of hardware and software packages (IMAC);Hardware life cycle management
o Security compliance
o Populate Knowledge Management system with resolutions and workarounds
o Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints
o Enterprise Mobility Management administration - enrollment and management of mobile devices. Adept knowledge on Airwatch – intelligent hub/MDM/ intune / azure
o Fault diagnosis / troubleshooting
o Maintain the Service Now queue of an average of 5-20 tickets per day, resolved Level 1-2 support issues
o Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary
o Adept knowledge on Software Center(SWC) and ServiceNow
o Knowledge of Okta and its usage.