Desk Side Support Engineer at Cognizant in BROOKLYN, New York

Job Description:

Roles & responsibilities:

•    Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment

•    Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications

•    Consistently meet Service Level Agreements

•    Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues 

•    Train users by instructing them on the technical aspects and use of standard software packages and/or hardware peripherals.

•    Work independently to troubleshoot all support requests and follow escalation policies

•    Responsible for computer hardware builds and maintaining inventory for computers ready to deploy

•    Provide support to all business users

•    Establish and maintain a positive professional relationship with users and clients

•    Participate in testing, documentation and implementation of assigned projects

•    Responsible for tracking software and hardware inventory per company policies

•    Participates in after hours on call rotation 

•    Support tactical and strategic goals of the Team 

•    Additional duties as and when required

Required skills:

•    Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases; Orders computer supplies.

•    Windows Administration - Terminal Services, Active Directory, Group Policy and tools from2008, and 2012 server, DFS Service

•    Operating Systems – Windows 7 to 8.1 and Windows 10 (preferably)

•    Windows Imaging - SCCM 2012, MDT, WDS

•    SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting

•    Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365

•    Good knowledge on ticketing and monitoring tools (preferably service now)

•    Good knowledge on ITIL Processes

•    End User computing skills – troubleshooting issues with desktops, laptops, Tablets, Printers etc.

Desired skills:

•    Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

•    Must have good team spirit and coordinate skills in onsite-offshore model and client and vendor environment.

•    Ability to demonstrate without supervision. 

•    Ability to prioritize, manage and perform under pressure to meet SLA’s. 

•    Excellent knowledge of Customer Service best practice. 

•    Willing to work flexibly and with enthusiasm. 

•    Ability to thrive in a fast paced, rapid changing environment

•    Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL. 

 

Technical Skills

* Proficiency Legends