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6

EUC Desk-side Support Eng

6hjdnwe6452jxyopb8yrghazw5r3c707c9urp8igk5pjwt0ln301k8r8fwh0eg85 · 30+ days ago

Sydney, NS, AU

Negotiable

Full-time

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Net2Source Inc. is a Global Workforce Solutions Company, headquartered in New Brunswick, NJ with its local offices in Texas, California, Florida, Illinois, Colorado and Michigan and its global operations in Canada, UK, Europe, UAE, Malaysia, Australia, China, Singapore, and India. Net2Source offers a wide gamut of consulting solutions customized to specific client needs including but not limited to Application Development, Workforce Management and Project Consulting.

Role: EUC Desk-side Support Engineer
Contract – 1 year and rolling (contract/FTE)

Technical Skills - Microsoft Intune, Auto Pilot imaging of laptops, Azure Connect, Knowledge on Azure Virtual Desktop, Mac Book, Windows Laptop

Key Responsibilities:
General Support

Ensure that a high level of customer service is consistently delivered
Handle all IT queries made by Customer employees based in the customer location
Local monitoring / management of the service IT delivers to the customer location

Incident / Problem Management

Monitor ticket queues/ emails as per the Customer's ITSM process and work towards the timely resolution by interacting with the relevant teams/ third-party vendors
Undertake initial diagnosis, categorization and prioritization of the incidents and service requests and perform first line resolution where applicable
Escalate unresolved incidents/ issues/ emails to relevant resolver teams and 3^rd party suppliers
Track incidents and service requests through the available ITSM process and tools.
Keep end users informed on the status and progress of incidents and requests until an agreed resolution is met.
Identify problem trends and potential issues and escalate as necessary.

Hardware Support

Provide required support for build, configure and software installation of laptops, desktops
Install applications ensuring that the software is approved and licensed correctly by Customer
Printer configuration and installation
Hands on experience on Remote Infra and desktop support
Deskside and Remote laptops/desktop management
Good to have experience on - Windows Autopilot, Microsoft Intune
Hands on experience with Active Directory (AD) and Access Management
Support scheduled maintenance of local IT Infrastructure in coordination with the relevant teams/ 3^rd party vendors
Assist and provide required support with any third-party vendor coordination

Technical Specifications:

Minimum 3 to 5 years of experience working as EUC (End User Computing) Deskside Support Engineer, DC operations coordination, Networking, Security, Service Desk support role.
Hands on experience working on any of the ITSM tools like - Service Now, BMC Remedy, Cherwell, Manage Engine, Summit AI etc.
Hands on experience with - Windows Active Directory, O365, creating EUC policies, Password Safe tool, Antivirus software's, Application packaging, patch management, migration of user data from File Server to OneDrive, Citrix VDI related issues
IT Asset Inventory Management, Software and Hardware licensing management
Microsoft Windows 7, Windows 8, Windows 10 desktops and laptops
Microsoft Office 2010, 2013, 2016 productivity software
Microsoft Active Directory, Exchange Server, and Windows Server
Mobile phone devices (BlackBerry, iOS, Android)
Windows VPN, Mac VPN Configuration and Administration
Mac OSX installation and configuration as well as Office for Mac
Various printers, scanners, fax services
Basic User & Security Group Active Directory administration
Good understanding of Desktop technologies and applications Office 365, SCCM, MS Teams and Intune
Experience of assigning Exchange permissions, delegation and calendar sharing in Office 365
Good understanding of networking principles
Experienced in troubleshooting networked services such as WAN, LAN, WIFI.
Good knowledge of industry best practices and methodologies such as ITIL V3/ V4

Person Specification:

Highly motivated with excellent communication skills and able to integrate well at all levels
A professional and flexible attitude while multi-tasking at an extremely fast pace.
A strong Customer led, work ethic and the ability to work well under pressure
Always maintain complete confidentiality and discretion
Excellent English language skills, both written and verbal.
Good to have if person knows some level of French, German (multilingual)
Ability to promote IT services to the end customer
Ability to anticipate and manage conflicts
Seeks to understand and be supportive of change
Acts swiftly and decisively
Passionate about providing an exceptional service to customers and continually improving
Manages rapidly changing priorities with a calm attitude and professional manner
Shows dedication and commitment to ensure work is completed within timescales

Additional Skills:

Answers phone promptly and professionally and ensures delivery of SLAs
Generate ticket for request / issue raised via email / chat / phone / walk-in
Communicate response time for dispatched tickets to the customers
Take ownership and responsibility of an issues from start through to a successful resolution
Ability to always provide end users with excellent customer service.
Manage the entire service request process by adhering to SLA and ability to meet deadlines.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Identify and resolve customers' request, problem or incident using the relevant knowledge base documents and other technical resources
Follow best practice ticket management processes, i.e., ensuring tickets owned are handled and updated daily and every effort is made to make service levels
Ensure that end-user will experience a minimum number of call transfers and receive regular updates
Efficient coordination is required with all resolution groups
Monitor key performance indicator (KPI) & escalates to management where applicable.
Escalates request to suppliers where applicable.
Identifies recurring incidents and escalate them for problem management.
Ability to react to change productively and handle another essential task as assigned.
Ability to work with or without direct supervision
Dealing with hardware and application support queries and issues reported to the support desk
Experience in ITIL process & procedure (preference to ITIL certified person)

General knowledge of PC hardware and most common software; Keen to learn quickly new things

•

Last updated on Mar 10, 2022

About the company

6

6hjdnwe6452jxyopb8yrghazw5r3c707c9urp8igk5pjwt0ln301k8r8fwh0eg85

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