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Desktop Engineer Roles and Responsibilities

Desktop support engineers would be located onsite at customer locations and remotely to provide technical support for desktop computers, applications, and technology. They would troubleshoot, install, and test computer systems and peripherals. Key responsibilities include providing support for end user problems, application support, hardware and software installation and troubleshooting, coordinating with other teams, and responding to calls within committed timeframes. Engineers should have 3-5 years of experience, good communication skills, and be proficient in Windows, Linux, MS Office, hardware support, and Lotus Notes.

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Thangarajah Kopiram
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17 views2 pages

Desktop Engineer Roles and Responsibilities

Desktop support engineers would be located onsite at customer locations and remotely to provide technical support for desktop computers, applications, and technology. They would troubleshoot, install, and test computer systems and peripherals. Key responsibilities include providing support for end user problems, application support, hardware and software installation and troubleshooting, coordinating with other teams, and responding to calls within committed timeframes. Engineers should have 3-5 years of experience, good communication skills, and be proficient in Windows, Linux, MS Office, hardware support, and Lotus Notes.

Uploaded by

Thangarajah Kopiram
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

1.

Desktop Support Engineers SUMMARY Remote and Onsite Desktop Support Engineers

Engineers would be located in the CUSTOMER office for the identified onsite locations and the other on-call locations to manage the desktop related issues at CUSTOMER LOCATION. They will be responsible for the remote technical support of desktop computers, applications and related technology. Support includes troubleshoot, install and test computer systems and peripherals within established guidelines.
PRIMARY RESPONSIBILITIES

1. The Desktop Engineers provide the Support for all the End user Problems. The Engineers will be deployed full-time as per the project timings as required. 2. Responsible for providing IT assistance to include customer's application support, hardware and software installation and troubleshooting. 3. They would coordinate and support the Data Center Support Team for any LAN Activity. 4. The Desktop Engineers also coordinate with the hardware support team for all Replacements and Repairs. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. 5. Configuration of Lotus Notes client setup. 6. Perform system software and hardware maintenance, evaluate, test and integrate upgrades to operating systems, support software and applications. 7. Response & closure of calls within committed norms. 8. Reducing repetitive calls. 9. Desktop engineers would perform Backup & Restoration etc if required 10. The Desktop engineers update the Service Desk team either through phone or mail or online updation for the status of the tickets that they are handling. 11. The Desktop engineers front end escalations from end users and notify the service delivery head on any operational escalations and complaints. 12. This team will interact with Local support engineers and escalate as necessary. 13. The Desktop engineers take every opportunity to train the end users and empower them to handle the tickets themselves 14. The Desktop engineers constantly update the knowledge base on known issues within CUSTOMER Environment so that they can use it for subsequent tickets 15. The Desktop engineers do pro-active checks and preventive maintenance activities on the

desktops and printers to avoid repeat & known issues 16. The Desktop engineers assist CUSTOMER in movement of the assets from one location to another 17. They install new desktops / software / hardware and peripherals and also assist in disposal of the same. 18. Vendor Co ordination 19. Lotus notes trouble shooting in client PCs 20. Update system as soon as new version of OS and application comes out from Customer end 21. Performing routine audits of systems and software. 22. Record all Installation, movement, add and change(IMAC) and Track the software licenses.
KNOWLEDGE AND SKILL REQUIREMENTS

1. Three to Five (3to 5 ) year experience 2. Good Communication skills 3. Hands-on with Generic Windows Applications / Proficient in MS office / OS (Windows XP, Linux) installation & troubleshooting experience / SW driver installation / formatting OS 4. Hands-on / proficient with basic computer system / Hardware Support / Printer support / 5. Word/Excel/PowerPoint/ 6. Knowledge in Lotus Notes

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