Desk Side Support Engineer ($22 per hour on w2)

Role – Desk Side Support Engineer

Location – Phoenix, Arizona

Rate : $22/hr. on w2

JD: Responsibilities :-

Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA

SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved

Client Management- To ensure right communicating has been liaised with clients, Creating reports for client.

Team Management - Team building and handling skills and act as a bridge between the leadership and team members

Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.

Transition - Due diligence and coordinate with the transition team for proper implementation of the process

Tech Bär Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.

Automation - Process improvement and automation opportunity to be explored and implemented

Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.

Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team

Technical Requirements:

Disciplined, systematic problem-solving skills required

Windows Operating systems 10 & 11 with troubleshooting

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

ITSM ticketing tools such as ServiceNow

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox, Edge),

VPN and remote dial-in users