Information Technology Desktop Support (Backfill / Secondary Support)

This role is for a Backfill/Secondary Support candidate who would be able to provide support in the absence of the primary engineer and will be called on a certain notice period to come onsite and provide the necessary support services

• Minimum 3 years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
Experience in installing, technical troubleshooting and fixing desktops, printers, laptop, and other computer peripherals hardware problems as well as desktop applications.
• Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction-based activities at sites.
• Ability to lift / move computer equipment weighing up to 50 lbs.
• Expert in desk-side support and PC break/fix including basic administration of Windows O/S and MAC/Linux OS (preferred).
• Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Smart hand support for peripheral and networking hardware, including, but not limited to
monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under Smart Hands' capability.
• Ability to troubleshoot issues with systems and networks using good deductive reasoning skills and troubleshooting & resolving issues related to end user network cabling.
Experienced in repeat call analysis and developing preventive actions Experienced in Problem management
• Excellent written and oral communications skills with clients and management as well as people skills.
• Ability to work with deadlines and complete tasks on time. Takes proactive ownership and works with sense of urgency
• Preferably with an Associate Degree in Electronics and CompTIA A+ Certification.
May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Experience of ticketing tools (ServiceNow / Remedy etc.),
_ Non-Technical_
• Good Customer management skill,
• Good in oral and written communication
• Able to interact and work with customers at different levels.
• Driven and result oriented.
• Passionate about the work
Ability to work independently or as part of a team Ability to complete tasks effectively with minimal supervision Must be available to work flexible work schedules