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 • Solid 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 environment 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 (Sydney)
🏢 Infosys APAC
📍 Sydney