Desktop Support Engineer

Hands and feet Support § Provide onsite support or dispatch of support specialists as necessary to provide Authorized Users with operational and technical support and to meet specified Service Levels. § Coordinate its activities with the Service Desk and provide Level 2 and Level 3 Support to the Service Desk and/or Authorized Users as necessary. § Resolve Incidents and Problems associated with EUC Equipment like Desktops, Laptops & Mobile devices. § Coordinate efforts with Third-Party service and maintenance providers as necessary to keep EUC Equipment in good working order. § Perform reactive troubleshooting to effectively identify potential Incidents or Problems and attempt to eliminate them before they occur. § Identify the scope of an Incident or a Problem and provide operational and technical assistance to remedy the Incident or Problem. § When Authorized Users are connected (or attempting to connect) to the Client’s network, coordinate activities to fulfill the following responsibilities: • Assist with access to LAN, print, and file services. • Assist with connection to Client’s WAN. • Assist with access to the appropriate LAN segment. • Assist with managing hot spares and spare parts inventory. o IMAC Support Services § Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, EUC Software, and related Services at Service Locations. § Coordinate, plan, and schedule IMACs with all affected IT functions (whether the function is included within the Services provided by ADSL, as a “CENTRIC BRANDS”-retained function, or a third party). § Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or Business disturbance