Desktop Support Technician

Desktop Support Technician

Boston MA 02210

• Key Responsibilities:
• Provide onsite and desk side support services to end users.
• Troubleshoot PC related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in pressurized environment.
• Build, configure and troubleshoot Install “Gold” image on Customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environments and video conferencing.
• Support printers, scanners and other peripherals.
• Support mobile devices, such as iPads, iPhones and Android devices.
• End-User Data back-up and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by CLIENT Tech support will assist in troubleshooting the data center devices
• Replace defective components cards in data center equipment’s as advised by CLIENT Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by CLIENT tech support.

Behavioral skills required:

• Individual must have good customer facing skills and be well presented.
• Demonstrates independent and pro-active thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.

Technical skills & Experience required:

• Must have experience of using a Call Logging system.
• Must have good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial
• Knowledge of mobile devices, in particular Androids and iPhones
• Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft SCCM.
• Ability to replace defective parts, as identified by CLIENT.
• Excellent hands on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable
• Excellent communication are mandatory in English and Local language

Desired Educational Requirements:

• Completion of CompTIA certifications – e.g. A , Network etc
• Completion (or near completion) of Microsoft certifications – e.g. MCP, MCITP, MCSE etc
• Ability to lift 30 lbs
• Ability to move boxes/computers within the office building environment