Desktop Support Engineer at Tata Consultancy Services

Job Title: Desktop Support Engineer

Job Type: Full-Time

Work Location: Dearborn, MI (Day One onsite)

 JOB DESCRIPTION

Roles & Responsibilities:

Desktop Support
• L2/L3 desktop support
• Excellent analytical & troubleshooting skills
• Good knowledge in desktop operating systems and troubleshooting issues.
• Experience working on any Helpdesk tool is an added advantage.
• Strong communication skills, Good Personality / Present ability
• Hardware and Network troubleshooting, OS (MS Platform).
• LAN Networking (Client side), Client-side Mail system (MS Outlook), MS Office and other Industry standard applications
• Audio Visual Devices Setup, Support, and troubleshooting
• Experience in managing VIP clients
• Printer Support and Troubleshooting.

Device Validation
• Visual inspection of devices as requested
• Serial number validation
• Device Inventory capabilities and physical comparison to inventory lists

Basic troubleshooting and repair of IT equipment failures
• Power on/power off devices
• Relay LCD readouts
• Reset Remote Management connection ID’s and Passwords
• Reseat cables
• General Troubleshooting and visual verification to assist remote troubleshooting efforts
• Test and troubleshoot problems
• Check power connections
• Provide feedback on console display (e.g. stop errors, blue screen, etc.)
• Assist with disaster recovery activities in the event of a complete system failure
• Assist with recovery of data center and equipment related to planned and unplanned power interruptions
• Identify and report audible errors and system failures
• Install and connect crash cart
• Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident
1. Responsible to independently manage the site location assigned, provide remote support
2. Manage end to end life cycle for devices such as Laptop, Desktop, Thin clients, Mobile Devices, IP phones, Printers etc
3. Has knowledge to work with tools such as Remote Management, SCCM, Service Now to execute day to day activities
4. Execute IMAC and Break fix activities within SLA’s and as per customer satisfaction
5. Support data back and transfer activities for user during Break fix, migration and refresh with utmost care and accuracy
6. Proactively ensure client devices are not vulnerable, and updated with the latest security patches and antivirus definitions
7. Ensure adherence to the processes defined by NYL and TCS
8. Should be flexible to adapt to the TCS work culture
9. Is good Team player to work collaboratively with other team members
10. Take additional responsibilities and proactively work towards identifying opportunities for improvements in process, service delivery, technology, customer satisfaction and effort & cost optimization
11. Good Customer/Vendor handling skills