Desktop Support Engineer L2

8 hours ago

Singapore Wipro Limited Full time

Overview:
**End User Support Experience**
- 3-5 years’ of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
- Able to remotely resolve OS & Application related issues of Win 10, MS Office 2019 / O365, VPN, etc.
- Excellent Customer management skill,
- Good in oral and written communication
- Self
- Driven and result oriented.
- Really passionate about the work
- Takes proactive ownership and works with sense of urgency

**Hardware Troubleshooting and Repair**
- Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems,
- L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
- Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites o Ability to lift / move computer equipment weighing up to 50Lbs.
- Conference room A/V equipment assistance & troubleshooting
- L2 level VOIP phone configuration & troubleshooting
- Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability

**Operating System & Software**
- Ability to remotely resolve OS & Application related
- Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/Linux OS)
- Experience with Anti-spyware and Anti-virus software.
- Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
- Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),
- Understanding & Troubleshooting on Data backups along with remote resolution,
- Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris along with remote resolution.
- Good knowledge in configuration & troubleshooting of Apple machines /mobile devices

**Tools & Process**
- Knowledge and experience on Service requests, incident, problem management and change process,
- Experienced in repeat call analysis with preventive & corrective actions
- Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.
- Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
- Mentoring & training L1 resources o Reviewing and maintaining KB articles
- Contribution towards automation & service improvements
- Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework
- Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality

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