• Job Description

  Req#: 278472
  Salary: 60K-65K Job Job Title : Desktop Support – Field Support Engineer -West Palm Beach, FL (on-site)
  Preferred Experience Range 6+ Years Reporting to Service Delivery Manager – Digital Workplace
  
  
  Key words to search in resume Desktop support, Remote administration, Field Support, Windows 7/10
  Technical/Functional Skills -MUST HAVE SKILLS • Experienced in desktop engineering and support and Proven ability to offer high level desktop support in an enterprise environment, Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients
  • Good documentation, language, and communications Skills
  • Problem-Solving and troubleshooting skills
  • Incident management, change management and service request management using any ITSM Tools like Remedy or Service Now
  • Relevant Certifications a plus with such as ITIL V3, Microsoft/CompTIA, and Scripting
  • Install, configure and deploy Windows 10 desktop and laptop PCs.
  • Install and troubleshoot software and PC peripherals such as printers, scanners, etc.
  • Good Understanding of Computer Support and Troubleshooting, Knowledge of Windows XP, 7, and 10 along with Mac OSX, Windows Server products and/or Apple Operating Systems,
  • Experience supporting Microsoft Office 2016 and newer versions.
  • Experience with Microsoft SCCM OSD process to image PCs.
  • Microsoft Active Directory computer, user and group administration
  • Good organizational skills, planning & record keeping and ability to use MS Excel and asset management systems.
  • Analyze and resolve hardware, software and application problems for networked and stand-alone computer systems and networked resources.
  Roles & Responsibilities 1. Pri mary duty is to provide excellent customer/ client experience, the sup-port should be immediate and precise on all technical issues.
  2. Must be able to install applications on client environment, troubleshoot the issues, taking backups of the data in the hard-disk and make necessary upgrades to the system.
  3. Provides support for other end users in the organization, ability to work and resolve hardware problems.
  4. Ability to respond to queries in a quick manner that results in great user experience
  5. Build and install PCs, Laptops, rugged deices and other peripheral devices related to desktop infrastructure, in accordance with department stand-ards
  6. Provides advice and guidance to colleagues regarding incidents
  7. Maintain installed PCs, laptops, rugged devices, and peripherals with rou-tine maintenance
  8. Identify, log and resolve technical problems with software applications or network systems
  9. Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
  10. Ensure that work is carried out within agreed service levels and in accord-ance with department guidelines
  11. Create, maintain, and distribute reports of progress to senior leadership
  12. Familiar with migrating systems from Windows 7 to Windows 10 or higher platforms
  13. Maintain client databases (ServiceNow & CMDB, etc.) with up-to-date solu-tions and clear record of activities
  14. Explain and document technical issues in a clear way to clients
  15. Use call logging system to accurately record telephone requests if re-quired.
  16. Conduct business in a professional, competent, and ethical manner
  17. Evaluates new system software, reviews system software updates, and identifies those that merit action
  18. Investigates and coordinates the resolution of potential and actual service problems
  19. Effective collaboration of other operations supports teams
  20. Recommend process improvements to existing operational support mod-els
  21. Coordinate/Implement Routine & Ad-Hoc Tasks with multiple vendors
  22. Execute/document tasks & actions performed whenever necessary
  23. Work towards automating tasks wherever possible
  24. Participate in project planning and incident review meetings

• About the company

  Tata Consultancy Services is an Indian multinational information technology services and consulting company headquartered in Mumbai, Maharashtra, India with its largest campus located in Chennai, Tamil Nadu, India.

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