Technical Support Engineer

Direct message the job poster from Zensar Technologies

Sr. Executive Talent Acquisition – UK & Europe at Zensar Technologies

As IT Deskside engineer, you will be responsible to provide infrastructural support to the staff of clients by responding to all incoming service requests for PCs/laptops. The individual will support, install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets in an organization in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, Zensar provides an environment, where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here.

Responsibilities & Key Accountabilities:

• Improve technology within the organization and enhance the end user experience for both in-house and remote employees. Respond to calls and emails to fix issues of the desktop environment and perform service desk functions and daily functional tasks, including upgrading and configurations of computer systems and license tracking.
• Organize and configure equipment, such as desktops/laptops, printers, copiers, scanners, and faxes. Work with business application teams and server administrators for appropriate projects. Assess third-party applications for deployment and incorporation into existing commercial operations.
• Install new computers and peripherals and troubleshoot to resolve all kinds of hardware-related issues.
• Set up the computer system for new employees and move/change user preferences and file migration as necessary. Provide second-tier support for the Service desk and adjustments for installed software.
• Maintain network printers, secure computers, evaluate and replace computer components, such as memory, hard drive, and optical drives.
• Assess network issues, including switches, connectivity, and network port patches. Replace wireless access points, network switches, and other networking devices as required.
• Implement, support, and troubleshoot incidents related to PCs/laptops/mobile devices using conventional procedures and proven guidelines.
• Provide technical support to audio-visual (A/V) equipment and use appropriate administrative consoles and tools competently.
• Handle virus protection updates, domain account management, systems monitoring, and servers. Basic knowledge of common network concepts and protocols, including WINS, TCP/IP, DNS, RPC, OSI, DHCP, NTLM, etc.
• Maintain documentation for software licensing and convey to IT leadership when support or licensing needs to be renewed. Document by observing the PC hardware management lifecycle.
• Implement customer service principles and standard operating procedures (SOPs) concerning remote IT support. Keep abreast of new developments in the IT industry.
• Prepare monthly and weekly status reports, participate in meetings with management, and undertake remedial actions based on client satisfaction surveys.
• Maintain IT inventory stock and purchase IT equipment by forecasting user onboarding.
• Maintain IT asset tag and inventory database.
• Follow joiner/leaver asset collection and maintain inventory.
• Coordinate with third-party vendors for support issues related to video conferencing, attendance systems, biometric devices, and printers.
• Maintain printers and upgrade VC systems with daily monitoring and inspection.

Knowledge / Skills / Qualifications:

• Good understanding of supporting a Windows Desktop OS platform.
• Basic login troubleshooting.
• Good understanding of supporting desktop/laptop/tablet/mobile phone.
• Practical experience with Service Desk toolsets.
• Solid interpersonal relationships and communication skills.
• Unparalleled listening and comprehension capabilities.
• Proven service industry front-line experience with handling high-value/critical customers.
• Ability to keyboard to capture important details on a call for documentation.
• Demonstrated ability to set personal objectives that support business/team goals and personal motivation to deliver results.
• Handle complex customer scenarios, documenting solutions, and providing dependable and timely resolution to all product-related technical issues.
• Anticipate customer needs and effectively address concerns related to their issue or resolution.
• Experience working in a professional, service-oriented IT team.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting

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