Desk Side Support Engineer ($22 per hour on w2)
Job Description
Role – Desk Side Support Engineer
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Location – Phoenix, Arizona
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Rate : $22/hr. on w2
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JD: Responsibilities :-
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Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA
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SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved
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Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.
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Team Management - Team building and handling skills and act as a bridge between the leadership and team members
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Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.
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Transition - Due diligence and coordinate with the transition team for proper implementation of the process
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Tech Bär Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.
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Automation - Process improvement and automation opportunity to be explored and implemented
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Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
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Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team
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Technical Requirements:
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Disciplined, systematic problem-solving skills required
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Windows Operating systems 10 & 11 with troubleshooting
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Clients: Windows7, Windows Vista, Windows XP, Windows 2000
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ITSM ticketing tools such as ServiceNow
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Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
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MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
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Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),
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VPN and remote dial-in users