Technical / Functional Skills

• Knowledge of computer hardware
• Knowledge of SCCM/Intune
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation and OEM guides.
• PC Imaging

 

Experience Required

• 2+ years of providing deskside support
• Hands-on hardware troubleshooting experience.
• PC Databackup and restoration
• Vulnerability remediation and patch management
• Infrastructure hands and feet support

 

Roles & Responsibilities

• End to End management of PC lease schedules.
• Warranty / Non Warranty Hardware Repair in coordination with Hardware Manufacturer.
• Operating System maintenance, patching, upgrades.
• Dealing with PC Vulnerability Mitigation issues through remote or Deskside visits
• End User Ticket triage and resolution.
• Hands and Feet Telepresence Support.
• PC configuration management.
• Support for all executives
• Assist Lab Technicians as they facilitate with Lab Software/Hardware Vendors and Security teams on software installs, reinstalls, vulnerability mitigation, patching and upgrades.
• Install, replace or remove equipment, such as a router, server, switch, disk drive, memory, printers, etc.
• Troubleshooting equipment using local KVM (Keyboard, Video and Mouse) or PC, and enter commands according to detailed instructions and relay system responses or allow remote control.
• Willingness to provide support during off-hours or weekends for critical incidents
• Willingness to travel to another site located ~50 miles away for any critical issue resolution.
• Willingness to climb upto 6 feet ladders
• Willingness to drive to another customer location (~45 miles) to provide support if required.

 

Generic Managerial Skills

• Demonstrated experience in working with multiple vendors.
• Proven communication skills when working with other technical towers to work out issues.
• Strong leadership skills when troubleshooting across multiple platforms and working out technical issues 
• Strong cultural awareness