Desktop EUC L1

Job Purpose
‎1.The Deskside Support technician is a representative at customer locations
and will work closely with the client team to provide the required services.
‎2.The Deskside Support Technician is a physical presence service to provide
second line support at client customer locations. The Deskside Support
Technician is responsible for performing tasks to agreed service levels as
well as meeting customer satisfaction measures.
‎3.Manned Coverage Hours : ‎8 AM to ‎5 PM Local Time on Business days with
holidays as per respective country
Main Duties and Responsibilities
‎1.Tier II support for supported devices and end user applications
‎2.To assist users with any logged IT related incident and requests when
escalated by Helpdesk or when called upon
‎3.Follow Standard Operating Procedures, Exhaustive Technical and Operations
Runbook, Incident Management and Escalation Procedures
‎4.Install, upgrade, support and troubleshoot Windows, Mac Operating system and
any other authorized desktop software/ applications
‎5.Install, upgrade, support and troubleshoot Eligible Recipient Workspace
Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and
Conferencing Equipment and any other authorized peripheral equipment and
devices
‎6.Perform general preventative maintenance tasks on devices and software
‎7.Receive Service Requests/incidents indicating that supported end user or
Supported Device Repair/maintenance is required, perform Diagnosis and
Schedule supported End user and Supported Device Repair activity
‎8.Coordinate with Third party or OEM vendors to resolve warranty claims for
supported end users and Supported device incidents
‎9.Use Manufacturer warranty, reseller replacement/repair policies to limit
total repair costs with respect to pass- through expenses
‎10.Use Manufacturer warranty, manufacturer technical support, to limit repair
cost and facilitate incident resolution with respect to Pass-Through Expenses
‎11.Order, provide, Install, and test replacement parts for Supported End Users
and Supported Devices
‎12.Conduct performance Testing and enable users to perform functional testing
on replacement Supported End Users and Supported Devices as required
‎13.Adjust configuration options as per documented procedures
‎14.Comply with all supported End user and Supported Device Warranty
requirements/ restrictions
‎15.Client standard software installations/troubleshooting, driver updates, PC
tuning activities, reimaging, security, encryption (BitLocker), antivirus.
‎16.Application installation, support, user assistance (Client standards such
as Google suite, okta, vpn, dialpad, Adobe, Microsoft, iprocurement)
‎17.Assist End user with Data restoration from backup media as requested for
supported end users.
‎18.Resolution of Standard Problems using SOPs & Knowledge Base, Remote
Troubleshooting of Desktops
‎19.To take ownership of issues by carrying out problem analysis to implement
temporary or permanent fixes with the aim of restoring service to the customer
as soon as possible within SLAs; escalating incidents to other support teams
where necessary
‎20.To accurately record, update and document requests using the IT service
Management Tool (Service Now)
‎21.Provide Support for Planned Special Events as mutually agreed within the
reasonable capacity
‎22.Provide Support for Remote Office Locations for Supported End Users per
documented procedures and Standards and for the agreed locations
‎23.To maintain a first-class level of customer service ensuring that all
customers are treated efficiently and in an appropriate manner
‎24.Maintain excellent verbal communication skills with the ability to
communicate effectively with technical and non-technical colleagues at all
levels in the organization
‎25.To be a highly motivated team player with the skills and ability to manage
changing priorities
‎26.To create, maintain and publish relevant support documentation in order to
assist all Eligible Recipients with the quick resolution of their incidents
and service requests and enable users to become more self-sufficient
‎27.Be willing to attend training as necessary to keep up to date with the
latest technology and internal system processes
‎28.To attend training courses as identified and agreed for appropriate
development
‎29.To contribute towards reporting as per Client/ customer requirement
‎30.Any other tasks as assigned and within the skillset of the person
‎31.When SUB must replace Equipment and/or Software in order to conduct a
repair, SUB will support the Authorized User by copying data, performing
backups and restoring data and backups to the replacement EUC Device on a best
effort basis and to the extent such data exist on the backup system
‎32.Assist Authorized Users with support to enable the correct use of EUC
Equipment and Software, as well as access to and use of related technologies
and Services
Fully Vaccinated techs needed

Technical Skills
‎1.Good general understanding of IT principles such as ITIL, Desktop/Laptop
Support, Windows Admin, Networks, Hardware and Domains
‎2.Ability to work in a fast-paced, Customer-facing environment, demonstrating
excellent communication and troubleshooting skills, attention to detail, and
resourcefulness.
‎3.Must possess very good English Communication skills (Written and Verbal)
along with proficiency in local language
‎4.Team Player, so must be a mentor to the team and ability to lead the various
technology specialists.
‎5.Logical reasoning skills and agile