Desktop Support Engineer

Company: CYNET SYSTEMS
Location: Lewisville
Posted on: May 24, 2023

Job Description:

Job Description:

• 
  
• Provide customer facing end-user support that includes:
  
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  
• Perform Break Fix, Desk Side Support, IMACDs, Data Migration, Refreshes, etc.
  
• Perform onsite updates, Configuration changes, or Software installations.
  
• Provide onsite technical assistance to End Users.
  
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
  
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
  
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  
• Troubleshoot client software and basic network connectivity problems.
  
• Identify, evaluate and prioritize customer problems and complaints.
  
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
  
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
  
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
  
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
  
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  
• Provide On-call support if required outside business hours on a rotational basis.
  
• Provide Hand and Feet support for network data and voice devices.
  
• May train users and operators on a limited basis and/or may write training procedures.
  
• Participate in on-going training and departmental development.
  
• independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies.
  
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
  
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
  
  Desired Qualifications:
  
  
  • 
    
  • BS/BA in Computer Science, Information systems, or an equivalent combination of education or.
    
    Experience:
    
    
    • 
      
    • One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.
      
    • Experience with various desktop systems, operating systems, and diverse technical environments.
      
    • Excellent customer service orientation and verbal communication skills.
      
    • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
      
    • Ability to install software for and troubleshoot a wide range of applications.
      
    • Analytical thinking and problem-solving ability.
      
    • CompTIA A+ certification or equivalent certification.
      
    • Flexible for travelling to remote sites or cluster.
      
    • Provide assistance for network relates issues.
      
    • Due to the nature of the job the candidate should be able to lift 30 pounds with assistance.
      
      

Keywords: CYNET SYSTEMS, Lewisville , Desktop Support Engineer, Engineering , Lewisville, Texas