Job Description

Position Title

Desktop System Engineer L1

BAND

Location

India

Department

Infra Support

Role Summary

As a L1 resource of his /her team, he /she:

• Troubleshoot and problem solve workstation related hardware, Printer and software issues and escalate support issues to L2/L3 IT support teams or 3rd party vendors

• Perform IT support to end users

• Follow-up on user purchase and services subscription request

• Provide video conference support and troubleshoot

• Provide basic IP telephony support

Key Responsibilities

Technical Expertise

Functional

• Active Directory account and group policy management

• Basic networking concepts (TCP/IP, RDP, WiFi, VPN)

• Provide Desktop engineering support

• Perform capacity planning workstations and other IT equipment

• Ability to observe control environment / risk management & compliance guidelines

• Provide system support and perform, implement Security administration, Monitoring and Control

Technical

• Hands-on experience on MS patching, Software delivery and Windows OS deployment tools on workstations

• Good experience in managing Active Directory and Windows OS and Office Suite

• Good knowledge of Windows troubleshooting

• Good understanding and awareness of Incident management, problem management and change management

• Proficient in identify issues efficiently and escalating to concerned teams

Shift/Oncall & Weekend Support

General Shift - 8.00AM to 5.00PM

Oncall Support & Weekend Support - Not required

.

Public Holiday Support - Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays

Process & Tools

• ITSM tool- Service Now - Ticketing tool for INC/SR/Change/Problem tickets

• Inhouse tools

• Basic knowledge on ITIL Process & Practices

Educational Qualifications

• Diploma / Bachelor's degree in Information/Computer technology preferred

Key Competencies:

• Minimum of 3 year relevant experiences as a System Engineer Experience

• Good governance of processes

• Ability to adapt to changes in shortest possible time. Flexibility to alternate or backfill around all sites and work within a shift pattern work rotation

• Excellent analytical, problem solving, interpersonal and communication skills both written and verbal

• Ability to work under pressure and multi-task

• Strong team play

Desktop Support