Desktop Support Engineer

TECEZE; San Jose (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

TECEZE in San Jose, CA is seeking an IT Helpdesk/Desktop Support specialist to manage incidents, coordinate with L1/L2 teams, and provide on-site hardware support for production and office staff. You will log and track requests in ServiceNow, create knowledge articles, assist with onboarding, and ensure SLA targets are met across local and global teams.

The role requires strong communication and problem-solving skills, ability to work with vendors, and willingness to participate in occasional

Responsibilities

• Answer incidents calls either via phone, Microsoft Teams, e-mail or ServiceNow tickets.
• Create ServiceNow ticket, record incident details and assign tickets to appropriate site IT L1/L2 or Global IT team.
• Coordinate between end user, L1/L2 and Global IT support teams and vendors
• Close follow-up with the local IT L1/L2, Global IT teams and business users on the resolution of the issues especially for time sensitive product impact incidents
• Create a team and coordinate with WDT end users for Priority 1 incidents
• Log, track, resolve, and close service requests to the end user’s satisfaction.
• Create, document and update knowledge base and resolution documentation.
• Initiate virtual meetings for critical incident and engage the relevant IT and/or business stakeholders
• Monitor and track incidents to ensure they are closed within the stipulated SLA
• Onsite event support such as Townhall, business QOR, QBR and other ad-hoc events
• If power-related matters at WDT’s IT IDF/MDF room, L1 team member will perform onsite check and verify whether server/storage/network switch/PDU device is facing power issue and engage site REO team where appropriate.
• Onsite critical hardware support - Join/Rejoin to AD. Shared domain. Domain dropped issue or replacing production faulty workstation with spare workstation
• Onsite critical hardware support - Printer setup and replacement of faulty printer for critical production floor and shipping teams. Work with vendor to resolve any printer issues
• Onsite critical hardware support - Laptops sharing for production teams - user profile creation and configuring certificates via LAN connection
• Onsite critical hardware support - MacBook/MacMini/iPad IOS/device setup/upgrade/troubleshooting
• Onsite critical hardware support - Apple TV IOS/device setup/upgrade/troubleshooting for all boardrooms, conference rooms, training rooms and auditorium
• Onsite critical hardware support - Printer toner request - Check toner status in printer portal, provide toner according to the printer model as requested and update inventory and replace a printer’s ink or toner cartridges.
• Global/Local Network Team request for patching console cable on L1 team member laptop in IDF/MDF switch stack for remote access support/troubleshooting.
• Laptop/Desktop/Mac/Accessories having issue, example warranty claim, damage, etc. Need to be onsite for further check and provide basic troubleshooting. IT Helpdesk log case to system vendor if hardware related issues and follow up until closure.
• Remote support for end user which is WFH or offsite. (Office application, VPN/2FA, etc.)
• Routine checking for meeting rooms, training room, auditorium and boardrooms to ensure working condition (Projectors/TVs, Apple TV, Steelcase. Cisco Phones, Cisco VC, AV System)
• Walk-way, lobby, director room and canteen TV’s/Apple Mini/Apple TV support.
• IP desk phone/speaker phone/wireless phone configuration
• Distribution of IT accessories (headset, docking, mouse, keyboard, monitor, etc.) and updated in CMDB (ServiceNow).
• Legal hold, FTK forensic, save image to secured shared folder and shared image with legal team and software compliance cleanup.
• Periodic inventory update and trigger IT Helpdesk Manager for purchase when inventory falls below set threshold value and highlight any discrepancy if arises. Perform quarterly/annual asset tagging as required.
• Support new hire employees, contractors or interns onboarding process (deploy new laptops/PCs, account provisioning, phone setup) and offboarding process (IT asset collection, account termination)
• Maintain and track corporate mobile lines & devices, renewal of mobile service contract, coordinate with mobile service providers
• Escort service provider onsite into IT rooms (IDF, MDF) roof top, production cleanroom, warehouse, etc. for new setup and maintenance.

Job description

• Answer incidents calls either via phone, Microsoft Teams, e-mail or ServiceNow tickets.
• Create ServiceNow ticket, record incident details and assign tickets to appropriate site IT L1/L2 or Global IT team.
• Coordinate between end user, L1/L2 and Global IT support teams and vendors
• Close follow-up with the local IT L1/L2, Global IT teams and business users on the resolution of the issues especially for time sensitive product impact incidents
• Create a team and coordinate with WDT end users for Priority 1 incidents
• Log, track, resolve, and close service requests to the end user’s satisfaction.
• Create, document and update knowledge base and resolution documentation.
• Initiate virtual meetings for critical incident and engage the relevant IT and/or business stakeholders
• Monitor and track incidents to ensure they are closed within the stipulated SLA
• Onsite event support such as Townhall, business QOR, QBR and other ad-hoc events
• If power-related matters at WDT’s IT IDF/MDF room, L1 team member will perform onsite check and verify whether server/storage/network switch/PDU device is facing power issue and engage site REO team where appropriate.
• Onsite critical hardware support - Join/Rejoin to AD. Shared domain. Domain dropped issue or replacing production faulty workstation with spare workstation
• Onsite critical hardware support - Printer setup and replacement of faulty printer for critical production floor and shipping teams. Work with vendor to resolve any printer issues
• Onsite critical hardware support - Laptops sharing for production teams - user profile creation and configuring certificates via LAN connection
• Onsite critical hardware support - MacBook/MacMini/iPad IOS/device setup/upgrade/troubleshooting
• Onsite critical hardware support - Apple TV IOS/device setup/upgrade/troubleshooting for all boardrooms, conference rooms, training rooms and auditorium
• Onsite critical hardware support - Printer toner request - Check toner status in printer portal, provide toner according to the printer model as requested and update inventory and replace a printer’s ink or toner cartridges.
• Global/Local Network Team request for patching console cable on L1 team member laptop in IDF/MDF switch stack for remote access support/troubleshooting.
• Laptop/Desktop/Mac/Accessories having issue, example warranty claim, damage, etc. Need to be onsite for further check and provide basic troubleshooting. IT Helpdesk log case to system vendor if hardware related issues and follow up until closure.
• Remote support for end user which is WFH or offsite. (Office application, VPN/2FA, etc.)
• Routine checking for meeting rooms, training room, auditorium and boardrooms to ensure working condition (Projectors/TVs, Apple TV, Steelcase. Cisco Phones, Cisco VC, AV System)
• Walk-way, lobby, director room and canteen TV’s/Apple Mini/Apple TV support.
• IP desk phone/speaker phone/wireless phone configuration
• Distribution of IT accessories (headset, docking, mouse, keyboard, monitor, etc.) and updated in CMDB (ServiceNow).
• Legal hold, FTK forensic, save image to secured shared folder and shared image with legal team and software compliance cleanup.
• Periodic inventory update and trigger IT Helpdesk Manager for purchase when inventory falls below set threshold value and highlight any discrepancy if arises. Perform quarterly/annual asset tagging as required.
• Support new hire employees, contractors or interns onboarding process (deploy new laptops/PCs, account provisioning, phone setup) and offboarding process (IT asset collection, account termination)
• Maintain and track corporate mobile lines & devices, renewal of mobile service contract, coordinate with mobile service providers
• Escort service provider onsite into IT rooms (IDF, MDF) roof top, production cleanroom, warehouse, etc. for new setup and maintenance.