Desktop Support Engineer

Job Description:

Job Profile:

Providing L1/L2 (Direct Interaction) support to an organization's Top Brass & Executives.

Job Skills Required:

Windows Platform:

• Familiarity with troubleshooting basic connectivity & operational problems with Windows XP, Windows 7, Windows 8/8.1 & Windows 10
• Evaluating & Applying Weekly OS, AV, AS Filters (Outlook), AM, Driver Upgrades, Quick-fix patches on 25 systems
• Basic Wireless Connectivity issue configuration like Roaming-Aggressiveness, Preamble, Ad-hoc disablement, etc.
• Basic MS Office (including Word, Excel, Powerpoint, Outlook) troubleshooting
• Basic connectivity assurance to the Multi-media system, either with direct patch (HDMI) or converters (VGA) (inclusive of different projection modes: Duplicate, Extend, Screen Only, etc.)

Mac Platform:

• Familiarity with troubleshooting basic connectivity & operational problems with Snow Leopard and above
• Evaluating & Applying Weekly OS, AV, AS Filters (Outlook for Mac), AM, Driver Upgrades, Quick-fix patches on 7 systems
• Basic Wireless Connectivity issue configuration via terminal (nslookup and gateway pings)
• Basic MS Office (including Word, Excel, Powerpoint, Outlook) troubleshooting
• Basic connectivity assurance to the Multi-media system, either via Apple TV or converters (Thunderbolt) (inclusive of different projection modes: Duplicate, Extend, Screen Only, etc.)

Cisco's iOS Platform:

• Basic understanding of VLAN, VTP, DHCP, Static Routes, STP
• Ability to change VLAN mapping
• Ability to change VLAN routing
• Ability to report problems with VTP Domains
• Ability to change DHCP Configuration on Core Switches
• Ability to change PSK on a WLC
• Ability to set static IPs & note Mac-Addresses on end user devices (Windows, iOS, Android, Blackberry OS, Win-Mobile, Firefox OS)

Firewall:

• Evaluate QoS Reports & raise concerned parameters to L3 support
• Evaluate DDoS Reports & raise concerned parameters to L3 support
• Evaluate & report HA performance (Weekly)
• Evaluate ISP performance & raise concerned parameters to L3 support
• Evaluate & report Uptime

Audio-Visual System:

• Ability to use basic touch-enabled room systems to control the room equipments.
• Ability to report & log accurate problems (along with tried troubleshooting steps) faced by users in using the aforementioned system.

Bonus Skills:

• Ability to crimp a Network Patch-Cord
• Ability to change Patch-Cord routing on a live network using network map

Job Responsibilities:

The candidate would receive inbound requests through channels like phone & email. The candidate would log, categorize, prioritize, track, and routes:

(i) incidents reported by users or

(ii) alarms raised by monitoring tools.

• The candidate is intended to be the first to acknowledge an incident.
• The candidate will track tickets until successfully resolved.
• The candidate should typically implement basic, documented break-fix tasks along the lines of following a cookbook recipe.
• The candidate will typically escalate to an L3 resource and follow documented escalation procedures, again, like following a cookbook recipe.
• The candidate is expected to escalate to the L3 Support when documentation is insufficient to complete the tasks or do not solve the incident.
• Mention these characters in your application title: 6512559
• The candidate will usually have and maintain a Run-Book which they can use for immediate resolutions.
• They will collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors.
• The candidate will typically escalate to an L3 resource and follow documented escalation procedures.

Eligibility Criteria:

M.C.A. or Equivalent with 0-4 Years Practical/On-Site Experience.