Desktop Specialist 2

Viavi Solutions India Pvt. Ltd.; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Viavi Solutions India Pvt. Ltd. in Bengaluru is seeking a Desktop Support Engineer with 3-4 years of experience to install, configure and troubleshoot laptops, workstations and PCs.

You will collaborate with IT Operations and other teams, use Service Now, practice ITIL, and provide clear communication to users across the organization.

Qualifications

• Minimum three years of desktop experience.
• Experience with A+, N+, O365, Azure, Intune, SCCM and inventory management.
• Willing to work a 24×7 operation.
• Proven strong customer service skills.

Responsibilities

• Provides day-to-day technical support to employees, installs, configures, and troubleshoots laptops, workstations, desktop systems.
• Works with IT Operations to maintain network services and infrastructure as required.
• Participates in ITIL processes and uses Service Now for incidents and requests.
• Communicates solutions clearly to all levels within the organization.

Skills

A+ Certification

N+ Certification

O365

Azure

Intune

SCCM

Inventory Management

Customer service

Job description

Summary

Performs the installation, repair and preventative maintenance of personal computer and related systems. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers. May assist Network Administrator.

Duties & Responsibilities

About VIAVI Solutions. VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer’s most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks like those for mobile phones, service providers, large businesses, and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anticounterfeiting, consumer electronics, automotive, defense and instrumentation markets. We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company to question, to collaborate and to push for solutions that will delight our customers.

Location

Bangalore.

Desktop Support Engineer Experience

3-4 Years

Job Description

• Provides day-to-day technical support to employees, installs, configures, and troubleshoots laptops, workstations, desktop systems.
• Works closely with internal IT Operations to maintain network services and infrastructure when required.
• May be called upon to participate in the development of information technology and infrastructure projects and general IT training.
• Working knowledge of ITIL including the use of service delivery systems such as Service Now.
• Strong communication skills to relate with and convey technical solutions in an understandable manner to all levels within the organization.
• As a desktop engineer, work well with teams like Infra, Info Sec, and Helpdesk Support team when required.
• Maintains and repairs computer equipment; installs, configures, and maintains computer hardware and software; performs routine and complex diagnostics.
• Repair / Replace hardware parts as and when required.
• Provide hardware and basic software support to end users.
• Maintain the IT Storeroom and have the stock details ready all the time.
• Handle and maintain forecast and Procurement request comes from business.
• Resolve connectivity problems with hardware and networking environment.
• Must have strong English, Hindi, Kannada language skills - written and verbal. Must be able to demonstrate technical problem-solving skills.

Responsibilities & Duties

• Installing, testing, and making software available to appropriate users ensuring software is properly configured, regularly updated, and working properly on all PCs.
• Install, add, test, troubleshoot, repair, move, change-out, maintain and upgrade PC’s.
• Troubleshooting Desktop, Laptops, printers, WIFI, VPN etc.
• Build PC and Laptops using Microsoft SCCM Knowledge of imaging.
• Basic knowledge on Azure hardware and user maintenance.
• Create and Handle Incidents and Request in Service Now.
• Good escalation handling.
• Regular follow up on Emails, INC ,REQ etc.
• Sharing reports Daily, weekly, or as and when required by reporting manager.
• Maintaining Assignment and Un-assignment of inventory. (Including Inward and outward records)
• Diagnosing and troubleshooting hardware failures and accordingly raising with respective vendors for repair and service.
• Repair and upgrade different types of computers (software and hardware).
• Liaising with external support companies to resolve faults in a timely manner.
• Liaising with the designated personnel responsible for keeping the inventory. - Maintaining computer peripheral equipment e.g. printers, scanners, projectors, and conference room technology.
• Create a Knowledge Base as and when required.
• Providing technical support by utilizing remote control and Windows administration tools.
• Effectively communicate all support aspects to all levels of personnel in a support driven customer-oriented manner through the Service Now.

JOB QUALIFICATIONS

• Minimum three years of previous Desktop experience or a combination of educational studies and previous experience
• Demonstrated experience and knowledge in A+, N+, O365, Azure, Intune, SCCM, Inventory Management etc.
• Able to work a flexible schedule as business needs dictate supporting a 24*7 operation.
• The ideal candidate will have proven experience in providing excellent customer service.

Equal Opportunity

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/ females/ veterans/ persons with disabilities.

Pre-Requisites / Skills / Experience Requirements

VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.