Test_% Desktop Engineer

Iron Systems, Inc; Dadri; On-site; INR 420,000 - 660,000; Full time

Job summary

Iron Systems, Inc. seeks a Desktop Support Specialist to manage incidents on desktop devices, handle IMAC and desk-side support, and ensure hardware and software maintenance across the device lifecycle.

You will monitor security profiles, assist with VPN and MS Office environments, and provide VIP desk-side support when no other IT team is available, following ITIL practices.

Qualifications

• Knowledge and experience on Windows 7 OS.
• A.A. or equivalent in electronics is required; bachelor's preferred.
• Experience with AD and smart hands and feet support.
• Experience supporting MAC devices and tablets.
• Experience with ServiceNow.
• Proficient with EUC tools, remote support tools, MS Office and Outlook.
• Familiar with Lync, VPN, and mobile device support.
• Knowledge of ITIL processes: Incident, Change, Problem, Service Request and spare stock management.

Responsibilities

• Manage Desktop Devices incidents through to resolution.
• IMAC and desk-side support services.
• Break/fix services for laptops and desktops.
• Provide hardware/software support across the Desktop Device lifecycle.
• Configure and install desktops including patch updates and vendor spares.
• Analyze service desk calls to identify training needs and automation opportunities.
• Ensure desktop devices have appropriate desktop images.
• Monitor security profiles and antivirus software on all Desktop Devices.

Skills

Windows 7

Active Directory

Smart Hands

Mac & iPad Support

ServiceNow

EUC Tools

MS Office & Outlook

Lync & VPN

ITIL awareness

Education

Associate degree (A.A.) or equivalent in electronics

Bachelor's Degree preferred

Tools

ServiceNow

Remote support tools

Job description

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the desktop, to include, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
• Analyse Service Desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for desk-side issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.

Responsibilities

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the desktop, to include, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
• Analyse Service Desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for desk-side issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls.

Requirements

• Knowledge and experience on windows 7 OS
• Good to have - knowledge in AD and smart hands and feet support.
• Good to have - knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tools - ex., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS office and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from three-year college or technical school with an emphasis in electronics required; Bachelor's Degree preferred.