We are looking for an EUC Deskside Support Engineer to provide hands-on IT support and assistance to the end customer. The Onsite EUC Engineer will support the customer team members, users by providing timely support and troubleshooting of the in-scope location specific devices like desktop, laptop, software, printers, scanners, Fax machines, any other IT Infra equipment’s etc., with a high degree of customer service, technical expertise, and responsiveness.
What You'll Do
General Support
* Ensure that a high level of customer service is consistently delivered
* Handle all IT queries made by Customer employees based in the customer location
* Local monitoring / management of the service IT delivers to the customer location
Incident / Problem Management
* Monitor ticket queues/ emails as per the Customer’s ITSM process and work towards the timely resolution by interacting with the relevant teams/ third-party vendors
* Undertake initial diagnosis, categorization and prioritization of the incidents and service requests and perform first line resolution where applicable
* Escalate unresolved incidents/ issues/ emails to relevant resolver teams and 3rd party suppliers
* Track incidents and service requests through the available ITSM process and tools.
* Keep end users informed on the status and progress of incidents and requests until an agreed resolution is met.
* Identify problem trends and potential issues and escalate as necessary.
Hardware Support
* Provide required support for build, configure and software installation of laptops, desktops
* Install applications ensuring that the software is approved and licensed correctly by Customer
* Printer configuration and installation
* Hands on experience on Remote Infra and desktop support
* Deskside and Remote laptops/desktop management
* Preferred to have experience on - Windows Autopilot, Microsoft Intune, SummitAI tools
* Hands on experience with Active Directory (AD), SCCM, O365 and Access Management
* Support scheduled maintenance of local IT Infrastructure in coordination with the relevant teams/ 3rd party vendors
* Assist and provide required support with any third-party vendor coordination
Expertise You'll Bring
Technical Specifications:
* Minimum 3 to 5 years of experience working as EUC (End User Computing) Deskside Support Engineer, DC operations coordination, Networking, Security, Service Desk support role.
* Hands on experience working on any of the ITSM tools like - Service Now, BMC Remedy, Cherwell, Manage Engine, Summit AI etc.
* Hands on experience with - Windows Active Directory, O365, creating EUC policies, Password Safe tool, Antivirus software’s, Application packaging, patch management, migration of user data from File Server to OneDrive, Citrix VDI related issues
* IT Asset Inventory Management, Software and Hardware licensing management
* Microsoft Windows 7, Windows 8, Windows 10 desktops and laptops
* Microsoft Office 2010, 2013, 2016 productivity software
* Microsoft Active Directory, Exchange Server, and Windows Server
* Mobile phone devices (iOS, Android)
* Windows VPN, Mac VPN Configuration and Administration
* Mac OSX installation and configuration as well as Office for Mac
* Various printers, scanners, fax services
* Basic User & Security Group Active Directory administration
* Good understanding of Desktop technologies and applications Office 365, SCCM, MS Teams and Intune
* Experience of assigning Exchange permissions, delegation and calendar sharing in Office 365
* Good understanding of networking principles
* Experienced in troubleshooting networked services such as WAN, LAN, WIFI.
* Good knowledge of industry best practices and methodologies such as ITIL V3/ V4
Person Specification:
* As the position is for France location MUST be very fluent in French & English languages – Speaking, Reading, Writing
* Excellent communication skills with both Internal & external customer stakeholders at all levels – at CxO/ Sr. Leadership/ Executive Level members
* Preferred to have multilingual skills – French, English (must have), Spanish/ Italian/ German – good to have
* Highly motivated with excellent communication skills and able to integrate well at all levels
* A professional and flexible attitude while multi-tasking at an extremely fast pace.
* A strong Customer led, work ethic and the ability to work well under pressure
* Always maintain complete confidentiality and discretion
* Ability to promote IT services to the end customer
* Ability to anticipate and manage conflicts
* Seeks to understand and be supportive of change
* Acts swiftly and decisively
* Passionate about providing an exceptional service to customers and continually improving
* Manages rapidly changing priorities with a calm attitude and professional manner
* Shows dedication and commitment to ensure work is completed within timescales
Additional Skills:
* Answers phone promptly and professionally and ensures delivery of SLAs
* Generate ticket for request / issue raised via email / chat / phone / walk-in
* Communicate response time for dispatched tickets to the customers
* Take ownership and responsibility of an issues from start through to a successful resolution
* Ability to always provide end users with excellent customer service.
* Manage the entire service request process by adhering to SLA and ability to meet deadlines.
* Ability to handle constantly changing flow of traffic;
remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
* Identify and resolve customers’ request, problem or incident using the relevant knowledge base documents and other technical resources
* Follow best practice ticket management processes, i.E., ensuring tickets owned are handled and updated daily and every effort is made to make service levels
* Ensure that end-user will experience a minimum number of call transfers and receive regular updates
* Efficient coordination is required with all resolution groups
* Monitor key performance indicator (KPI) & escalates to management where applicable.
* Escalates request to third party vendors/ suppliers where applicable.
* Identifies recurring incidents and escalate them for problem management.
* Ability to react to change productively and handle another essential task as assigned.
* Ability to work with or without direct supervision
* Dealing with hardware and application support queries and issues reported to the support desk
* Experience in ITIL process & procedure (preference to ITIL certified person)
* General knowledge of PC hardware and most common software;
Keen to learn quickly new things.