Desktop Support Engineer 2

Role & responsibilities

Desk Side Support Services

Support for Software installation, configuration and troubleshooting for basic software for Desktop/Laptop/Printers/Scanners at Thermax locations.

Manual Support for Software installation and troubleshooting for desktops which are not in LAN.

Refresh of Desktop/Laptop/Printer/OS and upgrade.

End user support for software/applications, troubleshooting, resolution and configuration as per the work line instruction provided by customers IT team.

Providing Root cause analysis.

Support for installation of drivers.

Operating system support.

Installation/configuration of system/licensed software provided by the customer during the contract period i.e. Anti-virus, email configuration etc.

Ensuring regular antivirus update / upgrade on desktop, laptop.

Anti-virus, anti-malware and anti-spam software to be pushed centrally to all endpoints by central team. In case of failure, Atos FMS engineer will resolve the issue either remotely or through physical presence at site.

Desktop/Laptop support:

• Installation of licensed Operating System (OS) e.g. Win10, Win12, etc.
• Installation of licensed software/s provided by customer such as viz. MS Office, etc.
• Domain migration post replacement of HDD, reinstallation of OS.
• Installation &configuration of licensed Anti-virus (CD/DVD supplied by the customer), patches, and version updates on all desktops, laptops.
• Configuration of email account with LDAP.
• Data transfer from old/ defective/ obsolete desktop, laptop new/replaced desktop, laptop.

Installation of patches and updates for AV, OS, Application etc.

Third Party Vendor Coordination - for breakdown of hardware under warranty, installation / configuration of new PC, licensed software thereof etc.

Third Party Vendor Coordination in terms of Call logging, tracking and closure for OEM calls pertain to hardware / application.

Support to users for installation of licensed office automation software and any other licensed software procured by customer.

End user support specialists will provide Level 2 and Level 3 technical assistance as required by Thermax.

Basic Support for customers Business Applications.

Engineer will carry out training for users on Basics of the PC software and troubleshooting”

Backup / restore of e-mail & other data in case of replacement of HDD & OS reinstallation.

Support for network connectivity problems on end user system.

Email configuration for Mobile devices and tablets.

Mobile handset/blackberry mail configuration & troubleshooting on need basis.

Providing need-based support for relocation (Shifting) of IT equipment.

Support in Shifting of IT equipment’s in case required. We will designate Engineer for dismantling, re-installation of the Systems, pre-shifting inspection, post-shifting inspection etc.

Adherence to IT Policy and Security policies.

Basic L1 support for Biometric devices and its software. In case issue with these devices, call will be logged to OEM and followed up for closure.

Atos will create and update frequently asked questions (FAQ) Database, based on the knowledge Database, for user access and self-help.

Carry out the End User Satisfaction survey.

Documentation and updating of Operations manual, process documents and SOP’s.

Desk side Application Support

• L1 support for all customer applications.
• Installation, configuration, troubleshooting and support to the client applications.
• Application related issues/queries & basic configurations.
• Support for Software such as office automation Tools, Adobe Acrobat,