-Deskside Engineer-Santa Clara, CA

1.Desktop Setup through SCCM/ JAMF/ Autopilot; 

2. Termination – Asset Collection

3. Hardware refresh for Windows and MAC devices

4. Forecasting (Assessment of availability) of enough hardware inventory to make sure no work stoppage is there for new PC  setup or Tech Refresh

Complete detailed reports listing requests for technical assistance steps taken to resolve them, and the specific dates/individuals involved Act as the initial point of contact for all computer and system-related concerns from clients or other employees.

Assist management in creating training materials pertaining to computer troubleshooting and usage.

Organize and file documentation pertaining to warranties and instructional guides for computer hardware.

Maintain a working log detailing all required system updates, as well as the date of completion.

Attending in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.

Resolve technical issues related to network interruptions Install and configure computer systems and applications within the company.

Technical knowledge: 

Windows & Mac operating system knowledge Advantage if Linux is there. Not mandatory 

Good knowledge of rebuilding Mac and Windows 

Good knowledge of basic windows and Mac Troubleshooting.

Able to troubleshoot audio-video devices.

Should have knowledge in hosting virtual meetings 

(1.) To provide support for on-call escalations and do root cause analysis of the given issue 

(2.) To independently resolve tickets within the agreed SLA of ticket volume and time 

(3.) To adhere to quality standards, regulatory requirements, and company policies 

(4.) Work on value-adding activities such as Knowledge base update and management, Training freshers, coaching analysts 

(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.