Deskside Support Engineer

5 days ago

Singapore HCL SINGAPORE PTE. LTD. Full time

Overview This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies. Responsibilities Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines. Works with vendor support contacts to resolve technical problems. Works with service desk and RDS as appropriate to determine and resolve problems received from clients. Responds to support requests from service desk, users and other infrastructure teams. Performs upgrades as directed to ensure the longevity of equipment. Keeps track of requests and makes sure they are implemented as planned. Participates in incident handling concerning desktop changes. Participates in projects concerning larger desktop changes, for example rollout of new antivirus. Microsoft environment knowledge (desktop & server). Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems. Provides weekly reports. Implements best practices. Acts as the single point of contact with customers. Qualifications Bachelor’s Degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field. Minimum 3 years of experience from the desktop environment. Have some level of technical understanding of the products building up a desktop service. Exposure on managing remote sites. Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Windows and Novell Operating systems. Clients: Windows7, Windows Vista, Windows XP, Windows 2000. Servers: Windows 2000, Windows 2003, Windows 2008. Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007. ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center. Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools. MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio. Internet browsers (e.g. Explorer, Chrome, Firefox). VPN and remote dial-in users. Support for laptop, desktops, AV devices and printers. PDA and Blackberry support. Apple iPad Device support. Others: Adobe Acrobat and other common desktop applications like WinZip, etc. Willing to work 24 x 7 environments. #J-18808-Ljbffr

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