211160 / Desktop Services Engineer

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions. 

Provide Level-2 technical support for supported desktops, laptops, and peripherals. This includes the following activities: 

• Provide Level-2 technical support for supported desktops, laptops, and peripherals. This includes the following activities: 
• Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. 
• Managing returns on warranted parts and systems 
• Packaging and shipping replacement parts to customers 
• Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers 
• May participate in development of information technology and infrastructure projects 
• Installing, supporting and troubleshooting approved desktop software 
• Performing planned maintenance, moves, adds and changes 
• Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN) 
• Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel 
• Exercises judgment with defined procedures and practices to determine appropriate action 
• Creating and maintaining images for standard systems 
• Recommends hardware and software solutions, including new acquisitions and upgrades 
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions 
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures 
• Requires little day-to-day supervision 
• Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers. This includes the following activities: 
• Consulting with the Service Desk on support calls 
• Able to communicate highly technical information to both technical and non-technical personnel 
• Providing Case status updates to management and end-users 
• Providing phone support and diagnostics to remote customers 
• Participating in training programs designed to educate customers about basic and specialized applications 
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support