Network/ Desk side Engineer

• Desk side engineer for technical support for Client End-Users and their networked computers and peripherals
• Interface with multiple levels of end users, management, VIPs and technical staff

Duties include: 

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, Iphone, and LAN cable drops
• Swap-Out and, troubleshoot software issues; Reimaging computers/hard drives
• IMACD function including installation and decommission
• Backing up and restoring user data where requested by HCL. Supplier shall not be liable for the data loss. Supplier is NOT responsible for the condition of the data transferred/recovered before or after diagnostics and repair.
• Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
• Assist on Incident and Problem Management activities
• Taking ownership of issues through to resolution on all appropriate requests
• 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
• Move equipment associated with escalated help desk Incidents and Service Requests
• Performing asset inventory activities where requested by HCL.
• Work with procurement staff to purchase hardware and software
• Maintain spare parts/ inventory list monthly and coordinate for any disposal requisites
• Provide support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
• Adhere to ticket response and resolution SLA's as agreed upon.
• Understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
• Maintain the reliability and viability of the company’s computers, computing systems, and network infrastructure.
• Track server activity, performing upgrades of software, maintaining computer hardware, addressing questions about technical problems, and improving efficiency by evaluating system and network functions.
• To assist in the installation of various computers, computing systems, networks, telecommunications and video components.
• Ensure that server best practices are being meet.
• Contributing in preparing knowledge base article

Expected Engineer capability/Experience : 

• At least 6-10 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.) • Strong Microsoft Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds • Broad experience of IT with good understanding of Networks, Servers and Telecoms
• Strong Client service skills • Ability to provide consistent, excellent Client 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
• Basic Background security check required • Experience including remote control of PCs and video conferencing knowledge

Technical Qualifications :

• Bachelor of Science in Computer Science related field or related work experience.
• MCSA certification preferable.
• Hands-on knowledge of Windows Server administration.
• Experience of Cisco Products and hands-on in network administration needed.
• Intermediate knowledge of directory services, Active Directory and Open Directory.

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