Deskside Support Engineer

Description

Must have skills:

• Working knowledge on VDI / VDP Environment, desktop, laptops
• Antivirus management knowledge (Symantec , SCEP, McAfee or other tools)
• OS Build/Imaging (related to End user devices)
• Working knowledge on Windows 7, Windows 10
• Patch management (Client environment - both SCCM and Standalone WSUS)
• Physical cables patching knowledge - Phone and LAN cables.
• Basic MAC support knowledge/experience
• Working knowledge on Active Directory Domain environment, DHCP, DNS, Windows GPO, WINS, and TCP/IP commands
• Familiarity with packaging
• Datacentres environment knowledge/skills
• Knowledge on Mobile Device management and support
• Remote support capabilities to pitch in for escalated cases
• Inventory and asset management skills
• Client interfacing and Vendor management skills
• Knowledge of ITIL best practices and use of issue/problem tracking systems, good understanding of service level concepts

• Fast Learner - who is able to learn quickly about customer's EUC environment to support variety of desk side support break fix requirements
• Ability to work under pressure and tight deadlines to ensure service level targets are met
• Experience on Lab equipment support is an added advantage

Daily Job responsibilities:

• Serve as break/fix technician for a wide variety of user technologies in the related practices of MAC and Windows Desktop support and IGEL
• Able to troubleshoot Windows 7, Windows 10 AND e-mail related issues and have some knowledge on Exchange environment
• Working knowledge on installation and troubleshooting of end user COTS collaboration and productivity software's like Office 2010/13, Skype for Business etc.
• Act as Site POC for Client and Cognizant to deal with all Hands and Feet support request at the deployed Location
• Provide Datacentre support towards Hands and Feet requirement.
• Provide out of Hour support towards any planned/scheduled Datacentre activity or P1 cases
• Act as POC for all 3rd party vendors towards End user devices (Laptops/desktops/printers/mobile phones etc.) and Infrastructure devices (Servers/Routers etc.)
• Provide physical hands and feet support towards end user desk moves, printer physical moves, DC racking, Server checks, Tape rotation etc.
• Act as Technical SME to test new End user devices towards a new build/image/application testing

• Define and document best practices and support procedures

Requirements:-

• Bachelor's degree in computer science (or related area) with 5 yrs of experience on Desktop support
• Microsoft Certification (MCSE) or ITIL certification preferred, equivalent certification in relevant programs desired.
• Good Verbal and Written communication skills

Knowledge, Skills and Abilities

Ability to learn new technologies quickly.

Ability to configure and administer desktops and servers.

Ability to maintain system documentation.

Team Player.

Good interpersonal and communication skills.

Schedule flexibility.

Customer service focus essential.

Interest in evolving technologies.

Preferred Qualifications

***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity

Qualifications

Technical Skills

SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1EndUser Tool-Desktop AnalyticsPL1Required

Domain Skills

SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Clinical operationsNARequired

* Proficiency Legends

Proficiency LevelGeneric ReferencePL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.PL3The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.PL4The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.