Job Description: Desk side Support Engineer

This opportunity is with Mindtree Ltd for the position of Desk side Engineer. This position is part of the International IT support team supporting first and second level IT technical support for the local client locations in USA. The individual will provide support via Helpdesk ticket, email, phone, intranet and desk side support depending on the issue reported. The role demands excellent communication skills – oral and written, good customer handling skills and excellent collaboration skills. Ideal candidate must be an experienced professional from same or similar field.

Responsibilities:

• Prioritize, diagnose and resolve computer problems and requests from users in a timely manner
• Accurately record requests from users into the ITSM system
• Install, configure and troubleshoot hardware; including desktops, laptops, printers, network and server equipment

• software packages; including operating systems, desktop software and custom applications
• Phones and Audio/Visual equipment’s

• Provide support for networking and application issues; escalate complex and unresolved problem to the appropriate groups
• Record, track and maintain regional IT asset inventory in the asset management system
• Provide training to users related to desktop products
• Liaise with external service and support technician
• Knowledge of Citrix and VPN
• Customize & configure desktop hardware to meet specifications and business standards
• Good knowledge on Mobile Device Management
• Hands on experience supporting network printers
• Knowledge on Windows, Imaging, Patching, SCCM (System Center Configuration manager) Active Directory, O365, Networking basics etc.,
• Install and configure software, Citrix, Outlook & VPN configuration, Active Sync, Printers & Network Drive Mappings Ensuring machine is patched to current levels and encrypted
• Multitasking multiple computer builds at once
• Responsible for desktop imaging, software configuration, patching, data transfers, deployments, and support of end user employees in remote and local locations, from unboxing to end user satisfaction
• Must have excellent competency with SCCM, Altiris, WSUS and other patching tools.
• Strong skills and expertise in windows 10 with prior windows migration experience
• Desktop management and OS migration experience with Windows 10 or Windows 7