Desktop Engineer

Experience: 7-10 Years Job Location – Hyderabad OSI Digital is looking for an experienced Desktop support technician to join our team. The ideal candidate will have extensive and advanced desktop experience. This person will provide technical guidance and support to our business and customers, their hardware, applications, and operating systems. The ideal candidate will have a strong technical background, solid analytical skills, and proven problem-solving experience. He/she will use their interpersonal skills to communicate with customers and provide a solution to their technical problems quickly and professionally. This position will have an opportunity to grow to the next level as Lead based on your experience, skillset, and performance.

Responsibilities

• Being part of the team to address Incidents and Service Requests reported by business users of 24/7 - 365 Days work environment.
• Advanced desktop support experience- troubleshooting, configuration, software installation
• Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, RDP, TeamViewer, MS Teams, and other tools.
• Create/ update end user guides, Service Desk KB’s, and SOPs.
• Making recommendations to optimize IT performance and to prevent future problems.
• Generate status reports/consolidated IM reports to the Service Desk Manager
• Strong experience in Workstation Engineering (experience with PowerShell scripting, SCCM/MECM, Intune, remote deployment, server maintenance), AD, Networking/Security

Required Skills

• 7+ years of experience in Client Device Management, Endpoint Management, or Enterprise Desktop Engineering
• Excellent verbal and written communication skills with email etiquette and customer service skills.
• 2+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.
• Experience in AD, O365, VPN, OneDrive
• Proven track record of fast, effective troubleshooting across Windows, mac OS, iOS, Android, and Microsoft 365.
• Working experience on Ticketing tools (SNOW, JIRA)
• Preferable - ITIL best practices around Service Desk, Incident & Request Management procedures.
• Ability to notify and escalate the issues based on the Severity.
• Provide technical assistance for user questions/issues on Windows 7, 8 and 10 along Microsoft Office through Office 365, M365

We Are Not Looking For Someone Who Is

• Never worked with international customers and technical support.
• Never worked on end user computing issues, onboarding & off boarding on Active Directory.
• Not flexible for Night shifts and not ready to work from office..