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Desk side Support Engineer

Company: Tata Consultancy Services
Location: Durham
Posted on: February 23, 2021

Job Description:

Role : Desk side Support EngineerLocation: Billerica, MA / Durham, NC Must Have :

  • Strong background in Technology Support & System Administration (Min 5 years).
  • Should have thorough understanding on networking (both passive and active). Good understanding on DNS, DHCP and related technologies.
  • Should have understanding on PRI, ILL, WAN and LAN topologies and related infrastructure deployments in data center.
  • Worked in an infrastructure critical environment and understands how technology adds value to the business.
  • Extensive experience of consumerisation and BYOD related technologies, processes and procedures that allow users to access business applications on personal devices.
  • Extensive technical working knowledge and experience of Smartphone and tablet operating systems and hardware, particularly Apple iOS, Android and Blackberry.
  • Extensive technical working knowledge of MS Office and Document Management System such as SharePoint
  • Extensive technical working knowledge of the range of document production, management and other tools.
  • Extensive working knowledge of MS Windows OS, and hardware and software configuration
  • Extensive experience of hardware provisioning and asset tracking, monitoring and reporting.
  • Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
  • Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.
  • Written Communications
  • Highly developed written communication skills and capable of producing detailed and user- friendly communications to a varied audience. Roles & Responsibilities:
    • Regularly monitor the ITSM TOOL to ensure that calls are resolved in a timely manner and to OLA.
    • Work closely with the other Technical Support Analysts and Functional Support Analysts to ensure a quality user experience.
    • Own, resolve and escalate calls, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred.
    • Ensure that you continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.Knowledge Management
      • Use the knowledge base to resolve calls, highlighting where gaps exist, or knowledge is incomplete or inaccurate.
      • Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.Other
        • You may be requested to carry out additional work as could reasonably be required from you.
        • Monitoring & support of Data Centre equipment's as per process & guidelines.
        • Vendor coordination

Keywords: Tata Consultancy Services, Durham , Desk side Support Engineer, Engineering , Durham, North Carolina

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