Role: Site Support Engineer

Location: Emeryville, CA

Duration: Long term (12 months )

• Onsite deskside engineers will be available during extended business hours (morning or evening shift), Mon-Fri, except on US holidays, to assist users working from office location.
• Onsite engineers will manage their shifts and be physically present in the IT Techbar to provide a professional walk-up support service.
• Job duties include, but not limited to the following:
• On/Offboarding and user equipment provisioning/deprovisioning & coordination.
• Manage 30 shared workstations in labs.
• Manage & support 200 current users expandable up to 400 from the same location.
• Proactively schedule Zoom support screensharing meetings based on users calendar availability whenever needed via Outlook.
• Troubleshooting & resolving end point issues such as OS, Application, and Client-end NW, AV & patch support.
• Installation of OS for desktops and laptops coordination with vendor for replacements / servicing (as & when required) / installation and troubleshooting for desktop, laptop, printer & other peripherals.
• Manage the issues to resolution or closure, as appropriate, including:
• Applying emergency software fixes in support of issue resolution.
• Performing virus eradication on the desktop device.
• Troubleshoot & provide break-fix support for the computer systems.
• On completion of the deskside support services close the ticket and update the asset database (if required).
• Other key duties:
• Educate the end users on root cause of the issue and how that can be avoided or how it can be resolved using self-service.
• Installing, removing, or moving Equipment, including peripheral devices, workstations, laptops, and tablet PCs (IMAC support).
• Purchasing and proactively renewing all technology goods and services per SOP.
• Provide VIP support along with DSS support on priority basis. Create VIP user configuration profiles documentation for the supported devices and periodically update them.
• Maintain deployed and stock parts and device inventory.
• Maintain configuration documentation in CMDB.