Harman

Windows Desktop Engineer – Remote support   10B

Desktop Support Engineers are IT support specialists assisting clients with hardware and software issues. Responsibilities include technical troubleshooting of Windows environment and software’s used by end users, including the setting up of computer hardware systems, installing and upgrading software. The support window will be 8:am EST to 8 pm EST, working in shifts, available for on call support for critical issues.

Roles Responsibilities (Including, but not limited to)

• Remote Support for end users laptops / desktops / printers and installed software’s
• Handle workplace related incidents escalated from service desk
• Perform remote break fix of devices (Windows 10, 11). Incase it needs local hands and feet support, work with onsite desktop support engineer to resolve the issues.
• Participate in Major incident management call when workplace services are impacted
• Perform mobile device management using Intune
• Provide support for user onboarding or offboarding activities
• Perform software distribution, patching of end user clients (laptops & desktops only)
• Application packaging using Intune
• Support office printers, phones and vide conference rooms.
• Create Windows OS Images and build laptops / desktops remotely
• Teams Telephony IMACS – Assigning DID numbers to users
• Perform metering of software installations vs license inventory
• Configure and manage central mobile device management platform, troubleshoot mobile device issues with registration, certificate issuance, etc.
• Coordinate technical activities with key internal and client stakeholders
• Liaise with vendors and service providers to execute technical change
• Follow up with clients to ensure their systems are functional. Report customer feedback and potential requests
• Help create technical documentation and manuals regularly. Responding to client support requests
• Contacting end users to find out the nature of the problem. Troubleshooting hardware and software issues
• Carry out asset tracking and update CMDB

Must Have

• Windows 10 and Windows 11 OS troubleshooting and support experience
• Strong skills in deploying Windows 10 / 11 images, applications and updates to desktops using Intune End point manager
• Strong Windows server and Print Management experience
• Experience in Microsoft Intune and Teams (Voice support), Sharepoint would be an added advantage.
• Understanding of Microsoft Azure, , Azure Active Directory
• Working knowledge on O365, End User & Security tools, switches, routers, MS Teams, video conferencing solutions
• Intermediate PowerShell scripting
• Experience in automating tasks handled by L1 support team
• Ability to learn new product updates and technologies
• Ability to communicate appropriately with client technical and executive staff

Requirements & Behavioral Attributes

• 3-5 year of proven experience as a Desktop Support Engineer, Technical Support Engineer or similar role, with Customer-oriented attitude
• Ability to solve complex hardware and software issues on desktops
• Bachelor’s degree in Computer Science or Information Technology with excellent problem-solving and multitasking skills
• ITIL Foundation certificate (V3 or Edition 4) preferred
• Ability work after hours, perform remote troubleshooting and provide clear instructions as well
• Excellent interpersonal skills. Good written and verbal (English) communication skills