Senior Desktop Support Engineer

Hi

Resource: Band 3

Projected Start date: ASAP

Hours: 8:00AM-5:00PM

Location: Onsite (No remote work) Baton Rouge, Louisiana

Additional Requirements

• TWIC card (will need expiration date)

Scope of work: Senior Desktop Support Engineer

Senior desktop support engineer should be able to perform deep dives with the central teams (our current support groups and BP support groups) working on issues that may have with equipment such as handheld scanners. i.e., get on a call with the SAP team to work on our issues with that equipment because those scanners and printers integrate with SAP and other bespoke apps. So, BP want someone with the knowledge/skillset that can “understand” what is required and work with the teams/vendors already available to ensure the issues get resolved. Researches, resolves, and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.

• Process Control Network (PCN) Support, hands on working with local site contact to learn processes and procedures.

• Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

• May act as product liaison for major products, working with other areas of IT, other departments, and third-party vendors to solve technical issues as needed.

• Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction.

• Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

• Demonstrate initiative and act independently to resolve problems.

• Participate as a member of the rotating IT on-call team that provides 24-hour support to internal customers. Not all sites require on-call participation.

• Participate in team projects as requested.

• Management of onsite AV Technical Management, including configuration & installation of AV devices

• Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays

• Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer

• Coordinate with AV equipment OEMs for resolution/workarounds, when required

• Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations

• Interact with client Customer Help Desk ticketing system to respond to end user requests

• Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design

• Setup and breakdown of all onsite meetings

• Daily system testing to ensure equipment and room functionality

• Responsible for escalating all “next level” break fix issues to their manager for resolution

• Perform remote testing for local and regional offices

• Ensure all AVS spaces are presentable for use

• Polycom AV equipment management and configuration

• Videoconferencing experience including operation, call set-up and equipment

• Establishing and testing of individual and group VC sessions, i.e. meeting support, including consultation of users on best possible connection type

D. Rajesh

Resource Manager

Cell: 571 481 9027

Fax: 703 542 8266

Email: Rajesh@blupaceus.com

Website: www.blupaceus.com