Description of the Role

Purpose

Level 2 team acts as the core technical team providing SME level support for the Desktop support services with hand-on experience on maintaining delivering a supreme customer experience on their daily IT life. This role will play a key role in ensuring the health index of the end user machines at a stable operating condition and be available to provide support whenever required.

Experience

5 - 8 years of experience

Capabilities:

Robust Windows troubleshooting and problem-solving skills.

• Strong understanding of SCCM / Intune technology and their technology trends.

Strong experience with Active Directory Services, including Group Policy and other related services.

• Provide Incident, change support for Window servers catering to customers in a 24x7 service organization.

• Strong experience supporting enterprise scale multi domain windows environments across multi-hosted platform environments.

• Use monitoring tools to oversee multiple Windows systems operating within a defined support operations area

• Utilize available reports or create custom reports to perform capacity analysis and troubleshoot issues proactively

Implementation and assessment of Management Suite, resolving technical issues and handling data networks.

Installation, assessment, and testing of desktop software applications

Resolution of technical issues.

Extract and drive values from the end user analytics tools like Aternity, Nexthink

Supervision of junior desktop support engineers and creation of training guides for new joinees.

Establishment of workstations, assessment for connectivity and its proper functioning.

Diagnose and resolution of software and hardware issues.

Installation of connections, computer networks, and cabling for clients.

Troubleshooting system failures,



identifying the bottlenecks and improving network efficiency.

Configuration and test of software, maintenance of hardware and peripheral devices.

Evaluation of network performance and identification of improvement methods.

Scheduling upgrades and maintaining them without interference.

Offering technical expertise to co-workers and creating a comprehensive instruction manual.

Maintain stakeholder relationship and handle escalations as a first and single point of contact.

Own and represent stand up meetings and weekly governance meetings with stakeholders to provide summary of key activities, continuous improvement initiatives at supplier end.

Prepare weekly, monthly reports using the ITSM tools like Service now and convert analytical findings into outcome driven initiatives.

Identify opportunities for automation and drive initiatives to reap tangible outcomes for client and supplier organization.

Monitoring and reporting on key metrics

Create, update and maintain standard operating procedure and knowledge base documentation for software deployment, imaging and patching in our ITSM tool

Perform KB assessment on the environment to ensure the Knowledge management maturity is always high.

Identify Power Shell scripting opportunities to ensure the recurring tasks are addressed and closed without any manual intervention.

Technical competencies

Troubleshooting- Expert

Automation-Intermediate

Support -Intermediate

Quality continuous improvement-Intermediate

Consulting skills:

Deep understanding of Windows Operating systems, SCCM, Intune and Service Now toolset

Demonstrate excellent communication skills, written & verbal

Effectively exploring alternatives and positions to reach outcomes that gain the acceptance of all parties

Proficiency in relevant technologies

📌 Desktop Standard Workplace Services Engineer (Australia)
🏢 Infosys APAC
📍 Australia