Desktop Support Engineer

Language RequirementEnglish and SpanishRequired QualificationsGood communication skillsHands on 2 years' experience on End User Workstations (Laptops, Desktops, Printers).Ability to solve complex hardware and software issues.Hands-on experience with Windows/Linux/Mac OS environmentsBS in Computer Science or relevant fieldDetails: Local service support for Windows & MAC - laptops, desktops, PCs, and etc.Onsite service for routine work performed on customer’s computer equipment. Service includes onsite installations of hardware and software including testing, hardware relocations, addition of hardware/software/external equipment as well as changes and upgrades for devices to restore services within the customer location.Provide maintenance (response, diagnosis, repair, and restore) of the physical devices at customer locationsOnsite maintenance and support of customer’s printers (HP, Cannon, Xerox, Zebra, Sato, handheld label printers etc.,), which includes consumables replacement and troubleshooting for fixing print IssuesCoordinate with Engineering team to ensure incidents are resolved according to service level targetsPerform final checks prior to closing incidents:User confirmation that service has been restoredUser satisfaction surveyConfirmation of correct incident categorization for Problem ManagementConfirmation of sufficient resolution detail for Problem ManagementAssessment of any required changes to Configuration Management SystemUpdate the Knowledge baseProactive maintenanceService requestsDevice incident managementProcess supportManagement of the service, team management and production of statisticsRemote Hands ServicesSpecial support during Sales PeriodOut of support service hoursOther tasks as assigned by the Movate or Customer side supervisorScope of work in detail:The main objective is to provide best Desktop Support to Customer’s primary office and warehouse users of IT services, starting with punctuality and resolving the problems with professionalism and competence. Desktop Support Engineer operates in full compliance with the procedures and guidelines in place within Customer’s environment.The additional objectives could be identified as:Manage break-fixes related to workstations, variety of printers, equipment, etc. as soon as reported or communicated by users to ensure operational continuity, possibly working with IT SMEs & Vendors from different regions.Desktop Support Engineers are available to deliver on-demand "remote-hands" services for IT Infrastructure Teams from different regions.Offer a high quality and professional service in both English & Spanish.Hold strong and foster a positive, constructive, and customer-oriented mindset.Service RequestThe Service consists of activities that have different nature and origins:Proactive maintenanceService requestsDevice incident managementProcess supportManagement of the service, team management and production of statisticsRemote Hands ServicesSpecial support during Sales PeriodOut of support service hoursProactive maintenanceThe proactive maintenance activities are carried out with a predefined periodic frequency or on timely notification and have the objective of verifying the correct functioning of some deviations and possibly analyzing and resolving the cause of malfunctions to ensure continuity of business.Tasks/Activities belong to this category: the daily check of the meeting rooms and the weekly check of IT comms rooms to ensure the correct functioning, based on mutually agreed procedures with CUSTOMER team.Service requestsThe service requests activities are not related to malfunctions but to specific service requests as follows:Preparation and delivery of company equipment for new hires and external consultants.Installation and configuration of the operating system using customer provided Golden Images i.e. Operating System and platform for installing OS on company equipmentInstallation and configuration of all required software, including but not limited to Microsoft Office, ForcePoint Endpoint, Zscaler, etc., through customer provide application distribution platform – SCCM / InTune / JAMF, etc.,Removal of malware.Support for all kinds of IT devices, e.g. Various models of Printers, RFID pads, handheld terminals, scanners, , bar code/RFID printers, etc.;Configuration of mobile devices and peripherals;Support the use of COTS software or devices;Distribution, collection and configuration of equipment temporary on loan to users (video projector, accessories, various adapters, etc.);Moving of IT asset relating to desk relocation, addition, renovation, etc.Device incident managementDevice incident management are those activities typically related to the diagnosis and troubleshooting the malfunctions of IT asset(s) assigned to individual users.The reporting of malfunctions can be either automatic, i.e. through monitoring tools, or on timely reporting by users via ticketing system.The monitoring system on TV/video walls and audio/visual systems in meeting rooms are managed by customer. If any problem occurs, Desktop Support Engineers need to manage the problems and assist customer’s 3rd level teams to resolve the problems.On direct reporting from users, the Desktop Team instead provides services of:Diagnosis and troubleshooting of the causes of device malfunctioning for both hardware and software problems. E.g.:Desktop, Laptop, Display monitor, Mobility and printer-related devicesLogin and permissionsDisplay monitorVPN connectivity and accessPrinter configuration and troubleshootingNetwork and connection-relatedHow to / inquiryOutlook issuesMultifactorSoftware installation-related andAccount and password-relatedAny other issues related to Desktop, Mobility and printer-related devicesRestoring and configuring operating systems;Restoring and configuring standard software;How to / inquirySupport to the infrastructure teams for troubleshooting issues that involve individual productivity devices.Process supportProcess support activities are the activities that tend to the Service Manager to support CUSTOMER in the management of some processes.These activities belong to this category:Support to ITAM team for analysis of obsolescence of workstationsSupport to ITAM Team for the management of company assets. The Desktop Team is responsible for tracking the goods-in and goods-out sections of Service Now when the Desktop Team is delivering or receiving equipment(s).Participation of the Service Manager at all the meetings where the technologies involved are discussed or which involve the involvement of the Desktop Team.Support to the Service and Support in the identification and possible revision of the consolidated service management processes, e.g. machine preparation, account management, etc.CUSTOMER ITAM Team will own and be responsible of assets and process surrounding ITAM, including any loss (or) damage of assets and asset related insurance within CUSTOMER environment.Movate will assist with asset tagging, counting, packing/unpacking, and moving as part of our Hardware Asset Management commitmentManagement of the service, team management and production of statisticsThe Service Manager, in response to specific requests from the customer service representatives, will produce all the reports required for the analysis of the service performance that the tool will allow to produce.While ITSM system, owned and maintained by customer, Desktop Support Engineer will also provide details like:Ticket Status Report (Queue Management & Resource Management)Trend Analysis (Weekly / Monthly)Monthly SLA Adherence ReportKnowledge Management – Documentation of key processes & proceduresTraining & knowledge transfer to new resources joining the teamEnsure all documents are updatedCreate new documents for procedures, that doesn’t have document.Remote Hands ServicesCustomer’s 3rd level teams’ will request Desktop Support Engineers to be available to deliver on-demand "remote-hands" services;On-site technical assistance.Unbox and recycle boxes - store equipment in C2 cage.HPE configured and installed Synergy.Install QSFP module for uplink on Synergy frameVisual verification to assist remote troubleshooting efforts.Racking-and-stacking new equipment - from uplink switch to frameLadder rack build-outs and cable management designs and deployment.Swapping removable media (tapes, CDs, DVDs, etc.).Pushing a button, toggling a switch or power cycling equipment.Relaying equipment status and typing commands onto a pre-installed console.Wiring services such as moving, securing or terminating cables.Labeling equipment or taking digital photos.Diagnostic and signal testing for cross-connect circuits (T-1, DS-3, OC-N).And any other reasonable and IT related activities as assignedRemote hands services will be tracked through a ticket submitted on ITSM toolDesktop Engineer will support above such activities on a demand basis.Special support during Sales PeriodIn business-critical periods, in order to guarantee business continuity Mahwah and Clifton warehouses has to provide service 7x24 and support is required to manage any critical situations and interruptions to business and operations.Any issue related to the core infrastructure, e.g. server-side or network-side problems will have to be triaged and escalated to the GOC for further troubleshooting.Out of support service hoursIn addition to the provision of on-site service during normal support service hours from Monday to Friday with break, on-call service shall be available outside normal support service hours and upon CUSTOMER’s expressed request.