Technical Support Engineer_96628

Company:IT Services Organization

Key Skills: Technical Support, End User Computing, Windows Support, Desktop Support

Roles and Responsibilities:

• Deliver exceptional customer service to users visiting the CXO Walk-Up support desk.
• Provide hardware and application support, including asset management and tracking for company hardware and software.
• Install, image, and configure standard builds on laptops and desktops running Windows, as well as Mac and Chromebook devices.
• Serve as a point of contact for external customers and vendors when required.
• Execute technology initiatives assigned by managers, including implementing new tools and capabilities.
• Provide support in accordance with CXO service level agreements (SLAs).
• Deploy and support mobile devices, including activation, configuration, testing, troubleshooting, and issue resolution.
• Build strong relationships with business users by understanding their needs and ensuring timely issue resolution.
• Follow standard processes by documenting issues and solutions in knowledge bases and service desk systems.
• Perform service desk activities such as password resets, asset tracking, and maintaining accurate records.
• Support and train users on audio/visual and conferencing technologies including projectors and video conferencing systems.
• Provide onsite support for infrastructure teams such as LAN, WAN, and telephony when required.
• Stay updated on emerging technologies and evaluate their relevance to business operations.
• Identify process gaps and recommend improvements to enhance service delivery and customer experience.

Skills Required:

• Experience providing technical support and end-user computing services.
• Strong knowledge of Windows operating systems, desktop support, and device troubleshooting.
• Experience with hardware installation, imaging, and configuration of laptops and desktops.
• Familiarity with mobile device support and device management processes.
• Ability to document issues, maintain service tickets, and meet service level targets.
• Experience supporting audio/visual systems and conferencing tools.
• Good communication and interpersonal skills for supporting users at different organizational levels.
• Strong problem-solving abilities and attention to detail.
• Ability to work collaboratively with infrastructure teams and external vendors.

Education: B.E., B.Tech, or Engineering Graduate in a relevant field.