Desktop Standard Workplace Services Grade 2 Engineer

Purpose:

Level 2 team acts as the core technical team providing SME level support for the Desktop support services with hand-on experience on maintaining delivering a supreme customer experience on their daily IT life. This role will play a key role in ensuring the health index of the end user machines at a stable operating condition and be available to provide support whenever required.

Capabilities:

Strong Windows troubleshooting and problem-solving skills.

• Strong understanding of SCCM / Intune technology and their technology trends.

Strong experience with Active Directory Services, including Group Policy and other related services.

• Provide Incident, change support for Window servers catering to customers in a 24x7 service organization.
• Strong experience supporting enterprise scale multi domain windows environments across multi-hosted platform environments.
• Use monitoring tools to oversee multiple Windows systems operating within a defined support operations area
• Utilize available reports or create custom reports to perform capacity analysis and troubleshoot issues proactively

Implementation and assessment of Management Suite, resolving technical issues and handling data networks.

Installation, assessment, and testing of desktop software applications

Resolution of technical issues.

Extract and drive values from the end user analytics tools like Aternity, Nexthink

Supervision of junior desktop support engineers and creation of training guides for new joinees.

Establishment of workstations, assessment for connectivity and its proper functioning.

Diagnose and resolution of software and hardware issues.

Installation of connections, computer networks, and cabling for clients.

Troubleshooting system failures, identifying the bottlenecks and improving network efficiency.

Configuration and test of software, maintenance of hardware and peripheral devices.

Evaluation of network performance and identification of improvement methods.

Scheduling upgrades and maintaining them without interference.

Offering technical expertise to co-workers and creating a comprehensive instruction manual.

Maintain stakeholder relationship and handle escalations as a first and single point of contact.

Own and represent stand up meetings and weekly governance meetings with stakeholders to provide summary of key activities, continuous improvement initiatives at supplier end.

Prepare weekly, monthly reports using the ITSM tools like Service now and convert analytical findings into outcome driven initiatives.

Identify opportunities for automation and drive initiatives to reap tangible outcomes for client and supplier organization.

Monitoring and reporting on key metrics

Create, update and maintain standard operating procedure and knowledge base documentation for software deployment, imaging and patching in our ITSM tool

Perform KB assessment on the environment to ensure the Knowledge management maturity is always high.

Identify PowerShell scripting opportunities to ensure the recurring tasks are addressed and closed without any manual intervention.

Grade:2

Enterprise competencies

Consulting skills: Intermediate

Deep understanding of Windows Operating systems, SCCM, Intune and Service Now toolset

Demonstrate excellent communication skills, written & verbal

Effectively exploring alternatives and positions to reach outcomes that gain the acceptance of all parties

Proficiency in relevant technologies.

Problem Solving: Expert

Ability to break down complex problems.

Use data and logic to identify root causes and solutions

Quality continuous improvement:  Intermediate

Identifying inefficiencies and implementing improvements.

Identifying potential risks and implementing mitigation strategies

Identify pattern of issues, anomalies on the health check reports and identify improvement opportunities.

Technical competencies

Troubleshooting: Expert

Systematic approach to identifying and resolving issues

Use of monitoring and logging tools.

Create scripts to simplify and resolve recurring issues

Automation: Intermediate

Ability to create and validate scripts for task automation, log analysis, and system checks.

Create scripts for the usual check list-based troubleshooting steps done on user machines.

Support: Intermediate

Client focused, great team spirit, autonomous and rigorous

Able to mentor grade 1A &1B engineers on the incidents handled and impart best practices to their daily life.

Helping our people to use systems to their full potential

Possess a good understanding on ITIL concepts and gain understanding of Service operations activities

Maintain team level accurate records of incidents, resolutions, and procedures.