Deskside Engineer

This position assists Customer with technical support of desktop computers, applications, and Plant related systems. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

(a) Desk side engineer for technical support for customers and their networked computers and peripherals

(b) Interface with multiple levels of end users, management, VIPs and technical staff

(c) First point of Escalation in case of any Priority 1 issues at the site

Duties include (but not limited too)

1.Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs(Tablets), Iphones, Mobile, and LAN cable drops, BYOD, I.P. Phones & Audio video conference devices. Hands & feet support for network and server equipment as well as any IT related projects.

2.Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

3.Deskside engineer would be performing proactive systems/ devices check regularly before manufacturing plant start

4.IMACD function including installation and decommission

5.Backing up and restoring user data, settings and associated systems administration activities

6.Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts

7.Assist on Incident and Problem management activities

8.Taking ownership of issues through to resolution on all appropriate requests

9.Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information

10.Move equipment associated with escalated help desk incidents and service requests

11.Performing asset inventory activities as needed

12.Recommends and/or performs upgrades on systems to ensure longevity

13.Works with procurement staff to purchase hardware and software

14.Maintain inventory list on a monthly basis and coordinate for any disposal requisites

15.Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labour and incidental travel expenses shall be funded by HCL (e.g. meals, travel, and lodging) in accordance with the Agreement

16.Be available for out of business hours support on need basis & as business demands

17.Adhere to ticket response and resolution SLA’s as agreed upon with the customer

18.Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

6Desired Experience:

• At least 3 years of experience in the field or in a related area required

• Very Good attendance skills, Good English Language Communication and personal self-presentation to have face-to-face interactions supporting Customer users at Digital Bar

• Technician must be fluent on English Language Speaking

• Technicians should have good knowledge on Hands and Feet Support

• Strong Microsoft Office 365 skills (Outlook, Word, Excel, Powerpoint etc)

• Strong Win 10 Microsoft Operating System installation and troubleshooting skills

• MAC Operating System installation and troubleshooting skills will be a plus

• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

• Broad experience of IT with basic understanding of Networks, Servers and Telecoms

• Strong Customer service skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Strong written and verbal communication skills

• Must be detail oriented and self-motivating

• Background security check required

• Experience including remote control of PCs and video conferencing knowledge

• Previous experience using Ticketing System such Service Now, on the Incident Management Process achieving SLAs and Metrics

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Experience level:

• 5 years

Schedule:

• 8 hour shift

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• South Solon, OH 43153 (Required)

Ability to Relocate:

• South Solon, OH 43153: Relocate before starting work (Required)

Work Location: In person