Desktop Support Engineer

Tata Consultancy Services (TCS); Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Tata Consultancy Services (TCS) is seeking an experienced IT desktop support professional in Singapore to manage ServiceNow incidents, perform hardware break-fix and upgrades, and provide MACI services across desktops and peripherals. You will support LAN and conferencing systems, coordinate with offshore and onsite teams, and share knowledge to improve IT service delivery.

The role requires 5–7 years in enterprise desktop support, ITIL/ITSM familiarity, and hands-on experience with a broad set

Qualifications

• Bachelor’s Degree or equivalent experience.
• 5 to 7 years of relevant IT work experience required.
• ITIL Certification or ITSM process knowledge strongly preferred.
• MCSE or MCP preferred.

Responsibilities

• Provide Service Now incident management and request management.
• Deliver hardware break-fix and upgrade services for laptops, desktops, printers and scanners.
• Handle MACI moves, allocations, changes and installations.
• Provide L3 desktop and L2 LAN support with network troubleshooting.
• Support voice and video conferencing systems and vendor coordination.

Skills

Enterprise desktop support

ServiceNow

Ticket management

Communication skills

Team collaboration

ITIL processes

Virus outbreak management

Remote/desktops support

Vendor coordination

Education

Bachelor's Degree or equivalent experience

Tools

MS Office suite

MS SCCM Client

Remedy/BMC service management

WebEx / Lync / Video conferencing tools

Cisco VPN

Remote desktop tools (RDP)

Printers/Scanners troubleshooting tools

Job description

Role and Responsibilities

• Service now incident management, request management experience is required.
• Provide Hardware break fix services for laptop, desktop, printers and scanners
• Provide hardware upgrade services for laptop, desktop, printers and scanners
• Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services
• Provide L3 desktop support, Provide L2 LAN support (LAN admin support with touch services)
• Technical support for Voice and Video conferencing
• Co-ordination with vendor, Co-ordinate with offshore and onsite tech support team
• Identify and Share/ recommend new products (H/W & S/W) for evaluation
• Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network
• Provide assistance for antivirus management
• Trouble ticket maintenance and Maintain file and print servers (Location specific)
• Conduct user awareness sessions / trainings to end users on new technologies
• Publish local maintenance details, Assist for virus outbreak management / events (Offshore- Remote support)
• Site Inventory management and maintenance
• Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports
• Attend regular trainings and learn new technologies as required and conducted by the employer
• Escalate the issues to management or next level as needed, Provide support for asset disposal services
• Generate and provide weekly, monthly activity and other reports
• Escalate and Coordinate with remote support team at offshore to get the user issues resolved
• Participate daily domain watch meetings, weekly and monthly team meetings along with offshore and another global team
• Identify and implement best practices, service improvements and transformation opportunities and share the same to global team
• Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
• Implement the corrective/ preventive action identified
• Co-ordination with the other support groups and Domains
• Discuss management of risks in advance with the Domain Leads
• Update knowledge base with the resolutions as required and discussed in Post Outage Reviews
• Ensure that the policies and procedures set by TCS are adhered to
• Escalating to higher management whenever required
• Report the status to the higher management

Qualifications and Education Requirements

• Bachelor’s Degree or equivalent experience
• 5 to 7 years of relevant IT workexperience required
• ITIL Certification or ITSM process knowledge strongly preferred
• MCSE or MCP preferred

Preferred Skills

• Minimum 5 to 6 years of experience in Enterprise desktop support experience
• ServiceNow hand on experience on ticket management and procurement is must.
• MCSE or MCP on windows 10and A+ Certification is essential
• Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)
• Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note , MS project, MS Internet Explorer and other standard desktop applications
• Very good hands on experience on Lync, WebEx, RDP , Remote desktop support, MS Terminal Services , CISCO VPN , BMC Remedy service management tool , MS SCCM Client, Commvault back up andDisk keeper disk wipe software
• Excellent knowledge on managing and troubleshooting McAfee antivirus software, experience / exposure to virus outbreak management
• Good knowledge and implementation skill on Enterprise desktop security and end point protection and management
• Installation experience on MS .Net, Sun JAVA client, MS Direct X,IBM DB2 client ,SAP GUI client will be an added advantage
• Very good experience on providing client level support to web conferencing systems like WebEx, Lync or Intercall
• Experience in Manufacturing/Industrial Application Services, Workstation, RFID scanner, Bar code scanner, Controllers, Scale AS, PLC etc.
• Exposure on technical support to Avaya, Cisco Polycom enterprise audio and video conferencing systems
• Exposure on technical support to Apple iPhone, Blackberry and other PDA devices
• Excellent hands on experience in installation and troubleshooting desktop, Printers , Laptop and other computer peripherals hardware problem
• Trouble shooting network printer issues, file server issues with exposure to handle dell servers
• Excellent communication and documentation skills are mandatory
• Very good knowledge about enterprise LAN and WAN setups with hands on experience in trouble shooting and identifying network issues
• Exposure to MS ADS and user ID management
• Ability to co-ordinate with different internal support groups (Like Network, Messaging, Security and change management teams)
• Ability to physically move PCs on the floor and to the desks
• Ability to communicate with the end users and executives (If needed)
• Ability to work as a team member with good team spirit
• Good understanding about tiered infrastructure support services in a managed services model
• Experience in working with Onshore/Offshore teams
• Experience in working with cross-functional teams (IT Service Management framework)
• Ability to effectively communicate with global teams for issue escalation and problem resolution
• Driving experience with valid driver license, ability drive to customer location (as required) and ability to lift / move computer equipment(up to 40 to 50Lbs)
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required but is a plus).
• Proven communication skills with multiple levels of an organization, including interaction with senior level management within the company
• Strong influencing and relationship management skills
• Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups