Job Description

       I.     Job Summary
 
The Deskside Support Engineer II role is to provide end users with support and maintenance within the organization’s desktop, network, telephony and applications computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all application, hardware and equipment to ensure optimal infrastructure performance in support to Operations. The position requires an active part in the improvement of the process, management of site crisis, BCP & Failover testing; and change request assessment for the site.
 
      II.    Principal Duties and Responsibilities (Essential Functions)

•         Excellent Proven skills on Customer & Client Management, Problem Management, Incident Management, Change Management, RCA & Ticket Analysis.
•         To support/ trouble shooting the local servers and network devices with the Network and Servers team remotely. Basic knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills like File Server permission, Ping & Tracert Analysis, End user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting etc., Hub room and Data Center Structured Cabling.
•         Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
•         Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Proc coolant, Avaya hard phone config. Video Conferencing equipments Etc.
•         Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
•         Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions.
•         Trouble shooting & co-ordination for high impact/severity issues & communicating real time updates to the BRC team.
•         Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management.
•         Onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements & capturing new client requirements to work with the solutioning teams & get it implemented.
•         Manage BCP testing & Failover.
•         Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
•         Raise change requests with supporting artifacts as defined in the process.
•         Installation of PGP encryption software on all the desktop/laptops to ensure we are compliant to IT & Customer security policies.
•         Managing Local DNS/DHCP/File server/Tivoli server for day to day operations to support Business.
•         Handling Bigfix servers to ensure patch deployment on desktops, compliance management are up to date.
•         Achieving and Maintaining high IT VOC scores.
•         Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.
•         Excellent Team Management, Team Motivation & Development skills.
Job Specifications
     III.    Education and Work Experience
 

• Bachelor’s degree in Computer Science/Computer Engineering or other related course.
• 2-4 years work experience in supporting a windows network environment in a Contact Center Environment
• CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certification(s) is a must.

 
    IV.     Knowledge, Skills and Abilities
 
Knowledge & Experience
•         Excellent technical knowledge of PC and desktop hardware (Win7/10) and applications
•         Hands-on hardware troubleshooting experience.
•         Extensive equipment and application support experience within a Contact Center environment.
•         Working technical knowledge of current protocols, operating systems, and standards, including OSI and Windows 7/10
•         Ability to monitor and operate tools, components, and peripheral accessories.
•         Able to read and understand technical manuals, procedural documentation, and OEM guides.
•         2+ years supporting desktop hardware and software in and Windows-based PC/LAN environment or equivalent
•         Experience with Windows server/network administration preferred
•         Experience utilizing desktop management tools such as Ghost, WDS, WSUS, LanDesk, Bigfix or equivalent is preferred
•         Experience in managing/utilized Active Directory at the Organization Unit (OU) level or equivalent is preferred
•         Experience in supporting VOIP-enabled BPO and/or contact center environments preferred
 
Personal Attributes

• Communication, teamwork and negotiation skills
• Problem-solving and Good Analytical skill
• Flexibility and adaptability
• Good organizational skills
• Ability to work tight deadlines under pressure
• Has the initiative to take timely action to address current or future problems or opportunities whenever possible.
• Drive to improve oneself constantly and eagerness to discover new ways and means of doing work more effectively.
• Ability to use resources wisely and come up with ways and means of being able to reduce cost to promote organizational goals, support and meet organizational objectives.
• The ability to create and maintain strong working relationship with colleagues and/or Customers
• A commitment to continuing professional development
• Ability to deal with others in an honest and straightforward manner and uphold the values and principles of Concentrix

 
 
      V.    Job Complexity and Supervision
 

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    VI.     Working Conditions
•         On-call availability for 5 days per week.
•         Sitting for extended periods of time.
•         Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
•         Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.