Desktop Support L1

As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting provides quality services to the end users which includes the following key roles and responsibilities, but not limited to:

Provide customer facing end-user support that includes

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement)
• Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide Hand and Feet support for network data and voice devices

• Installation of IP, wireless, analog, and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
• Configuration of phones using SOP and phones' movement.
• Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for the service provider to the network voice team.
• Coordination with local vendor for ISP, OEM, channel Supplier and different teams.

• BS/BA in Computer Science, Information systems, or an equivalent combination of education or

• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification
• Flexible for travelling to remote sites or clusters
• Provide assistance for network-related issues
• Should be able to lift weight up to 30 lbs at waist level
• Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for service provider to network voice team.