EUC Desk-side Support Eng

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 EngineerContract - 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 LaptopKey Responsibilities:General SupportEnsure that a high level of customer service is consistently deliveredHandle all IT queries made by Customer employees based in the customer locationLocal monitoring / management of the service IT delivers to the customer locationIncident / Problem ManagementMonitor ticket queues/ emails as per the Customer's ITSM process and work towards the timely resolution by interacting with the relevant teams/ third-party vendorsUndertake initial diagnosis, categorization and prioritization of the incidents and service requests and perform first line resolution where applicableEscalate unresolved incidents/ issues/ emails to relevant resolver teams and 3rd party suppliersTrack 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 SupportProvide required support for build, configure and software installation of laptops, desktopsInstall applications ensuring that the software is approved and licensed correctly by CustomerPrinter configuration and installationHands on experience on Remote Infra and desktop supportDeskside and Remote laptops/desktop managementGood to have experience on - Windows Autopilot, Microsoft IntuneHands on experience with Active Directory (AD) and Access ManagementSupport scheduled maintenance of local IT Infrastructure in coordination with the relevant teams/ 3rd party vendorsAssist and provide required support with any third-party vendor coordinationTechnical 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 issuesIT Asset Inventory Management, Software and Hardware licensing managementMicrosoft 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 servicesBasic User & Security Group Active Directory administrationGood understanding of Desktop technologies and applications Office 365, SCCM, MS Teams and IntuneExperience of assigning Exchange permissions, delegation and calendar sharing in Office 365Good understanding of networking principlesExperienced in troubleshooting networked services such as WAN, LAN, WIFI. Good knowledge of industry best practices and methodologies such as ITIL V3/ V4Person Specification:Highly motivated with excellent communication skills and able to integrate well at all levelsA 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 pressureAlways maintain complete confidentiality and discretionExcellent 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 customerAbility to anticipate and manage conflictsSeeks to understand and be supportive of changeActs swiftly and decisivelyPassionate about providing an exceptional service to customers and continually improvingManages rapidly changing priorities with a calm attitude and professional mannerShows dedication and commitment to ensure work is completed within timescalesAdditional Skills:Answers phone promptly and professionally and ensures delivery of SLAsGenerate ticket for request / issue raised via email / chat / phone / walk-inCommunicate response time for dispatched tickets to the customersTake ownership and responsibility of an issues from start through to a successful resolutionAbility 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 resourcesFollow best practice ticket management processes, i.e., ensuring tickets owned are handled and updated daily and every effort is made to make service levelsEnsure that end-user will experience a minimum number of call transfers and receive regular updates Efficient coordination is required with all resolution groupsMonitor 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 supervisionDealing with hardware and application support queries and issues reported to the support deskExperience in ITIL process & procedure (preference to ITIL certified person)General knowledge of PC hardware and most common software; Keen to learn quickly new things