Desktop Support Engineer

Job Description:

The Support Analyst will provide support to end users on a variety of computing issues.

Diagnose, resolve, and follow up on issues relating to various user computing issues.

Provide technical support by phone, remote access, deskside, or site visits as required.

New hire device setup and imaging.

Experience utilizing ticketing systems.

Ensure tickets are accurately documented and resolved in accordance with standards.

Device inventory management.

The position may require working extended hours or occasional night/weekend work.

Excellent communication skills both verbal and written are required.

Ability to multi-task in a fast-paced environment is needed.

Experience with Office 365 Productivity Tools.

VPN troubleshooting and connectivity.

Mobile Device Support.

Follow client compliance standards.

Preferred Qualifications:

1+ year of relevant technical field experience.

Windows 10 support experience.

Prior Help Desk experience.

Prior ticketing system experience, such as ServiceNow.

Ability to write clear, concise documentation.

Ability to provide excellent customer service in person, over the phone, through email, and using remote tools.

Attributes for Success:

Strong written and verbal communication skills.

Focus on customer service.

Desire to work in a team environment.

Strong work ethic.

Ability to balance workload while maintaining high standards.

EUC L2 with scripting experience is a must.

General Information:

Expectations from this role:

Resolve L1 incidents and service requests within the agreed SLA.

Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate them by raising tickets with defined priority and severity.

Update SOPs with updated troubleshooting instructions and process changes.

Mentor new team members in understanding customer infrastructure and processes.

Perform alert analysis for driving incident reduction.

Resolve L1 incidents and service requests.

Typical Performance Measures:

SLA Adherence

Compliance with runbook-based troubleshooting processes

Time-bound elevations and routing of tickets – OLA Adherence

Schedule adherence in managing ticket backlogs

Number of NCs in internal/external audits

Number of KB changes suggested

Production readiness of new joiners within the agreed timeline by one-on-one mentorship

Percentage completion of all mandatory training requirements

Number of tickets reduced by alert analysis

Number of installation service requests handled for endpoints/change tasks completed for infrastructure

Number of L1 tickets closed

Performance Areas:

Monitoring:

Understand priority and severity based on ITIL practices.

Understand agreed SLA with the customer and adhere to it.

Perform repetitive alert analysis to find high ticket-generating CIs.

Adhere to ITIL best practices.

Runbook Reference/Change:

Follow the runbook for troubleshooting.

Record troubleshooting steps and provide inputs for runbook changes.

Escalation/Elevation/Routing of Tickets:

Escalate within the organization/customer peer in case of resolution delays.

Understand OLA between delivery layers (L1, L2, L3, etc.), adhere to OLA, route the tickets to the relevant queue, and initiate intimation to respective teams/customers based on the defined process.

Tickets Backlog/Resolution:

Follow up on tickets based on agreed timelines.

Manage ticket backlogs/last activity as per the defined process.

Resolve incidents and service requests within agreed timelines.

Execute change tasks for infrastructure.

Collaboration:

Collaborate with different towers of delivery for ticket resolution (within SLA).

Document learnings for self-reference.

Close/resolve L1 tickets with help from the respective tower.

Actively participate in team/organization-wide initiatives.

Installation:

Install software/tools and patches.

Stakeholder Management:

Lead customer and vendor calls.

Organize meetings with different stakeholders.

Participate in RCA meetings.

Process Adherence:

Have a thorough understanding of organization and customer-defined processes.

Consult with a mentor when in doubt.

Adhere to defined processes.

Adhere to the organization’s policies and business conduct.

Training:

Complete all mandatory training requirements of the organization and customer on time.

Provide on-floor training and one-on-one mentorship for new joiners.

Performance Management:

Update FAST Goals in NorthStar.

Track, report, and seek continuous feedback from peers and managers.

Set goals and provide feedback for mentees.

Assist new team members in understanding the customer environment.

Skill Examples:

Good communication skills (written, verbal, and email etiquette) to interact with different teams and customers.

Networking:

Good in monitoring tools and device backup scheduling.

Basic DHCP and DNS configuration in routers and switches.

Basic troubleshooting skills in commands like ‘show ip route’, ‘sh mac address-table’, etc.

Static and dynamic IP routing protocols basics.

Server:

Basic to intermediate PowerShell/BASH/Python scripting skills.

Manual patching of QA servers.

Analyze space alerts from a server and engage the Capacity Management team for disk expansion.

Storage and Backup:

Ability to handle storage and backup issues independently.

Ability to handle vendor management, device management, and storage array management.

Perform hardware upgrades, firmware upgrades, and vulnerability remediation.

Ticket analysis, storage and backup performance management, and various troubleshooting.

Database:

Patching and upgrading the DB server and application tools.

Tweak queries to make them run as fast as possible.

Logical and physical schema design (indexing, constraints, partitioning, etc.).

Ability to visualize and debug the end-to-end flow of business transaction models and applications.

DB migration, export/import.

Knowledge Examples:

Fair understanding of customer infrastructure and the ability to correlate failures.

Monitoring knowledge in infrastructure tools.

Networking:

IP addressing and subnetting knowledge.

Preferably certified in Cisco's basic certification track.

IOS upgrading and patching knowledge.

Server:

Intermediate-level knowledge in Active Directory, DNS, DHCP, DFS, IIS, patch management.

Strong knowledge in backup tools such as Veritas/Commvault/Windows backup, storage concepts, etc.

Strong virtualization and basic cloud knowledge.

AD group policy management, group policy tools, and troubleshooting GPO alerts.

Basic AD, object creation, DNS concepts, DHCP, DFS.

Knowledge with tools like SCCM and SCOM administration.

Storage and Backup:

In-depth knowledge in storage and backup technology.

Storage allocation and reclamation.

Backup policy creation and management.

Strong knowledge in server, network, and virtualization technologies.

Tool:

Knowledge in infrastructure and application technologies.

Understanding of monitoring concepts and processes.

Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

Knowledge in administration of tools like SCOM, Solarwinds, CA UIM, Nagios, ServiceNow, etc.

Monitoring:

Good understanding of networking concepts and protocols.

Knowledge in server, backup, and storage technologies.

Desirable to have knowledge in SQL scripting.

Knowledge in ITIL processes.

Database:

Knowledge of database security.

Quality Analysis:

Exposure to FMEA audit practices.

Exposure to technology/processes as per audit requirements.

Working knowledge of MS Excel, Word, PPT, Outlook, etc.

Education: Bachelors Degree

Certification: Cisco Certified