Information Technology Support Engineer

·        Breakfixo   Desktop/Laptop Hardware related troubleshooting - Create, test and develop current Workstation images. o   Prepare and configured new laptops/workstations specifications as assignedo   End User Computing (EUC) Device Refresh as part of BAU ( any bulk refresh will be treated as separate project activity) o   Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and serviceso   Provide onsite PC repair, virus- and spyware-remediation, maintenance/rejuvenation, data-recovery, networking and upgrades.o   Windows upgradations through SCCM agent. o   OS and application installation: Windows migrations and deployment of customized images using SCCMo   Troubleshoot for Windows and have good working knowledge of Office products; provide printer/fax supporto   Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practiceso   Analyzed and diagnosed DNS/DHCP/VPN and other networking issueso   End user issues related to network, IP config, windows troubleshootingo   Actively worked with hardware and software vendors to resolve client issues in a timely mannero   Active Directory, folder access and Group Policy administration, hardware configuration. User Support for VPN, MS Office, applications.o   Installation of printers, Configuring conference room facilitieso   IP Phone installation, troubleshootingo   O365 configuration, troubleshootingo   Other aspects related to End user computing o   Deskside Supporto   Spares managemento   Installs, moves, adds, changes of hardware and software packages (IMAC);Hardware life cycle management o   Security complianceo   Populate Knowledge Management system with resolutions and workaroundso   Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpointso   Enterprise Mobility Management administration - enrollment and management of mobile devices. Adept knowledge on Airwatch – intelligent hub/MDM/ intune / azureo   Fault diagnosis / troubleshootingo   Maintain the Service Now queue of an average of 5-20 tickets per day, resolved Level 1-2 support issueso   Ensure swift ticket resolution and escalate issues to Level 3 technician as necessaryo   Adept knowledge on Software Center(SWC) and ServiceNowo   Knowledge of Okta and its usage.