Role: Desktop Support Engineer

Location: Springfield OH

Duration: 3 Months; extendable (Mid October start project)

PS:

All candidates should be willing to work out of office; It will be a 12 hour shift (40 hours a week with possible overtime hours)

Onsite Desktop Management (End User Computing Support)

  • Assistance to users for accessing applications
  • Troubleshoot desktop application problems
  • As part of Configuration Management, Supplier would perform the Install / Add/
  • File and Print services
  • Printer Configuration
  • Configuration management
  • RFID scanners
  • Bar code scanners

Roles and Responsibilities :

  • CallLogging
  • Service Request creation
  • Incident Management
  • Receive incidents, service requests, queries , requests from Customer through one of the agreed modes for communication Log Tickets with the correct category, severity, problem description, user information
  • Provide Level L1 support for all End User Issues pertaining to Enterprise applications ,
  • Operating System , Printing, Office Automation Tools , Generic IT Queries
  • Route the calls to the appropriate support team
  • Route calls to the vendors in case of issues pertaining to vendors
  • Route Service Requests to the appropriate teams (like User Mgmt. Group, Database Mgmt. Group, Server Management Group etc...)
  • Escalate issues / tickets which are going beyond the service levels
  • Escalate issues pertaining to vendors non-performance or delays
  • Escalate issues pertaining to users non-availability or non-cooperation
  • Escalate customer complaints to the appropriate management staff for further action
  • Track all the issues and send status updates on the progress

Regards,

Sam Vaghela

Sr. Technical Recruiter | Brickred Systems

p: 206-801-1884

a: 2475 152nd Ave NE, Redmond, WA 98052

w: www.brickredsys.com