Deskside support - SE - Holland

Job Description

I. Professional Summary

Desktop Support

• Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution
• Works closely with vendors and managed services to maintain systems and services, manage changes, and deploy new systems and services
• Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices
• Populate Knowledge Management system with resolutions and workarounds
• Troubleshoot for Windows 2000-8.1 and have good working knowledge of Office products; provide printer/fax support
• Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints
• Enterprise Mobility Management administration - enrolment and management of mobile devices
• Fault diagnosis / troubleshooting
• Welding
• Inventory
• Maintained queue of an average of 5-20 tickets per day, resolved tier 1-2 support issues
• Ensured swift ticket resolution and escalated issues to Tier 3 technician as necessary
• Visited client sites to resolve outstanding help desk tickets as needed
• Prepared and configured new laptops/workstations/thin clients to client specifications as assigned
• Analysed and diagnosed DNS/DHCP/VPN and other networking issues
• Actively worked with hardware and software vendors to resolve client issues in a timely manner
• OS and application installation: Windows migrations and deployment of customized images using SCCM, Ghost and Acronis.
• Active Directory and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.
• Provided onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.
• Led the development and servicing of a diverse customer base across the Sacramento region utilising Windows 7/Vista/XP skills.
• Maintained a strong consumer client base due to excellent knowledge and service, working mostly on customer referrals.
• Delivered customized MS Windows-based software support and training tailored to meet individual client needs.
• Experience in field service support activities and has knowledge on Air watch/MDM, SWC, SCCM, Network activities, folder access etc
  
  

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