Deskside Support Engineer

This is an excellent opportunity for Deskside Support professionals to be part of leading-edge technology projects. Cognizant's Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and ongoing support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources while optimizing infrastructure performance and cost.

Key Responsibilities:

1. Act as a first point of contact for end users seeking technical assistance with desktop & laptop hardware, desktop/laptop software, network issues, mobile devices, and other peripherals.
2. Provide remote desktop support to users, resolving technical issues promptly and effectively.
3. Troubleshoot Windows & Mac OS platforms including mobile devices running Apple iOS & Android mobile OS.
4. Setup and configure end-user desktops, laptops, hardware, software, printers, mobile phones, and peripherals.
5. Collaborate with other IT teams to ensure cohesive and comprehensive support for all IT systems.
6. Guide users with step-by-step instructions on installing applications.
7. Document and record incidents, service requests, and their resolutions in the internal ticketing system.
8. Direct unresolved issues to the next level of support personnel.
9. Help create technical documentation and manuals (KA) for known issues.
10. Image and deploy laptops/desktops/tablets to end users.
11. Asset management (stock level check, tracking, receiving, preparing, and shipment of assets).
12. Provide VIP support as required, including expedited end-user device troubleshooting, proactive support, proactive monitoring and health checks, targeted training on new tools for executives, and custom onboarding processes for executives.
13. Stay updated with the latest industry trends and technologies to ensure the company remains at the forefront of IT innovation.
14. Administer IT service management processes to maintain standards of service delivery.
15. Perform daily routine checks on UPS and monitor other network equipment in the server room and monitor their performance.
16. Map and configure network printers and other peripheral devices as needed.
17. Responsible for overall enterprise-wide performance, effectiveness, and efficiency of end-user computing devices.

Essential Skills:

1. Strong knowledge in hardware, software troubleshooting and repair like workstations, corporate and industrial printers, and other hardware.
2. Knowledge of operating systems (installations and configuration as per company standard policy).
3. Strong knowledge of remote desktop support tools.
4. Strong knowledge of developing technical support documentation and user guides.
5. Strong knowledge of software deployment/management and support for Apple/Windows OS-based devices.
6. Good knowledge of O365 configuration and profile creation.
7. Good knowledge of applications/tools like SCCM and Intune.
8. Knowledge of MS Teams user setup and configuration and MS Teams calling is an added advantage.
9. Fair knowledge of network setup such as LAN and WAN.