Job Description

Description of the Role

n

Purpose

n

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.

n

Experience

n

5 - 8 years of experience

n

Capabilities:

n

Strong Windows troubleshooting and problem-solving skills.

n

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

n

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

n

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

n

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

n

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

n

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

n

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

n

Installation, assessment, and testing of desktop software applications

n

Resolution of technical issues.

n

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

n

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

n

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

n

Diagnose and resolution of software and hardware issues.

n

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

n





Troubleshooting system failures, identifying the bottlenecks and improving network efficiency.

n

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

n

Evaluation of network performance and identification of improvement methods.

n

Scheduling upgrades and maintaining them without interference.

n

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

n

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

n

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

n

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

n

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

n

Monitoring and reporting on key metrics

n

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

n

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

n

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

n

Technical competencies

n

Troubleshooting- Expert

n

Automation-Intermediate

n

Support -Intermediate

n

Quality continuous improvement-Intermediate

n

Consulting skills:

n

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

n

Demonstrate excellent communication skills, written & verbal

n

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

n

Proficiency in relevant technologies

📌 Desktop Standard Workplace Services Engineer (New South Wales)
🏢 Infosys APAC
📍 New South Wales