Job Title: Desktop SupportEngineer
Job Location: KentWA 98032
JobDescription:
* Providecustomer facing enduser support that includes:
* Install and Configure desktops laptops mobile devices andassociated Peripherals and related Software.
* Perform Break Fix Desk Side Support IMACDs Data MigrationRefreshes etc.
* Perform onsite updatesConfiguration changes or Software installations.
* Provide onsite technical assistance to EndUsers.
* Identifies potential issues that couldadversely impact End User experience and follows
* through on action steps to prevent.
* Manage the ticket queue and ensure tickets are resolvedand closed within the defined service
* levelagreement. Respond to enduser requests for updates on ticket statusand promptly follow up as
* needed.
* Coordinate with vendors for provision of enduser support(e.g. Hardware Vendor technicians
* for warrantyrepair/replacement)
* Perform enduser supportrelated security and controls and compliance related tasks suchas
* access reviews risk assessments controlsverifications facility inspections maintenance of
* verification logs
* Coordinate withLevel 3 support groups and project teams for service deliveryenhancements
* maintenance andupgrades.
* Provide IT support for onsite oroffsite events and meetings including site setupcoordination
* with venue IT/AV contacts andstandby support
* Provide IT support fordisaster recovery and immediate response in the event of emergencysituations at local sites.
* Provide Oncallsupport if required outside business hours on a rotational basis
(1.) To provide support for oncall escalations and doing root cause analysis of given issue (2.)To independently resolve tickets within agreed SLA of ticket volumeand time (3.) To adhere to quality standards regulatoryrequirements and company policies (4.) Work on value addingactivities such Knowledge base update and management Trainingfreshers coaching analysts (5.) To ensure positive customerexperience and CSAT through First Call Resolution and minimumrejected resolutions or Reopen Cases