Job Description (Posting).
"This position assists end users with technical support of desktop computers, applications, and related technologies. Interaction with multiple levels of end users, managers, VIP s and local technical staff is required. The Field Services Deskside Engineer will research, analyze, pilot and repair complex computer hardware and software problems; will have strong skills in customer service, communication and collaboration in a team environment to resolve complex IT problems. An in-depth knowledge and demonstrated expertise of desktop systems and their interaction with infrastructure including network, servers, identity management and other integrated technologies is required. The role requires a willingness and ability to adapt to the ever-changing challenges and demands. Approachability and composure under pressure, excellent teamwork and an understanding the value of a structured approach to problem solving are critical. Expertise in Windows, Mac, and mobile platforms is required. Other required areas of knowledge include audiovisual, mobile device, printer support and familiarity with ITIL and ServiceNow ticketing application. Support includes installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve problems. A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide eyes, hands and feet in support of networking equipment, telecom, printers and other IT related equipment is also required. " (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases