SENIOR SPECIALIST
: Job Details :

Job Description (Posting). Keywords for searching Profiles .Deskside Support Engineer Relevant Experience : in years 4-7 yearsSummary of the roleSpecialist Job Description in details using Skills , Product names , Certifications etc.Provide 2 resources who will be responsible for advanced pc software support of Windows 10 devices (MDT, Re-image, Data backup, patching etc) Must have strong interpersonal skills and ability to communicate technical issues to non-technical team members. Basic network support (data jack repair, cross connecting, cable management) Tech Skills Familiar with basic computer and network troubleshooting techniques and methodologiesPC Troubleshooting tasks Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software Installing Printer drivers, IP Printing/Cloud Printing OneDrive Setup and migrations w/ OneNote Cloud Sharing Attempt Data Recovery on failed systems Troubleshoot Encryption issues Troubleshoot Password issues MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using iPlanet and O365 Mac LAN / WAN connectivity troubleshootingNetwork Troubleshooting task Diagnose cabling issues Network port connectivity verifications Locating rogue networking devices Networking component swapouts (Router, Switch, WAP) Ability to become familiar with FedEx approved hardware Cisco VOIP installation and troubleshooting supportLAN / WAN support and troubleshooting Ability to utilize TACACS to view switch information Ability to utilize NetDB to perform port assignments Customer Communication Skills Ability to maintain composure with challenging customers Able to direct customers to correct support groupsTime and resource management Workload Prioritization Sense of urgency Need Spotlight and Tech Service KB access Due to testing environments must be able to support all field equipment that Field Techs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.Additional skills & Support required Freight Level of support provided prior to Execnet Manage Freight HQ PCL Tech would order pc equipment through freight depot Break/Fix / Temp replacements Escalated with Freight Depot Cell support tech setup/troubleshooting of cell phones (non mgmt. included) Ready and assist with video conferencing equipment New board room video equipment Will have some assistance with Video Conference Room support Maintain Video Conference Equipment Point of contact for Level 3 video conferencing Point to point bridging Networking Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out Work w/ Network Engineer Cisco VOIP support (Install / Troubleshooting) Intermediary between multiple support groups Setup and troubleshoot new-tech non-standard devices (Typically PC equipment, accessories) Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini) Primary Skill Helpdesk, Good Communication, L1 Troubleshooting skills Secondary Skill ITIL Alternate Skills Certifications Completed ITILProducts Used : Location Details including Post code for onsite if not HCL center : (Optional) Cary, NC (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 & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases