.Job Purpose 1.The Deskside Support technician is a representative at customer locations and will work closely with the client team to provide the required services.2.The Deskside Support Technician is a physical presence service to provide second line support at client customer locations. The Deskside Support Technician is responsible for performing tasks to agreed service levels as well as meeting customer satisfaction measures.3.Manned Coverage Hours : 8 AM to 5 PM Local Time on Business days with holidays as per respective countryMain Duties and Responsibilities 1.Tier II support for supported devices and end user applications2.To assist users with any logged IT related incident and requests when escalated by Helpdesk or when called upon3.Follow Standard Operating Procedures, Exhaustive Technical and Operations Runbook, Incident Management and Escalation Procedures4.Install, upgrade, support and troubleshoot Windows, Mac Operating system and any other authorized desktop software/ applications5.Install, upgrade, support and troubleshoot Eligible Recipient Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices6.Perform general preventative maintenance tasks on devices and software7.Receive Service Requests/incidents indicating that supported end user or Supported Device Repair/maintenance is required, perform Diagnosis and Schedule supported End user and Supported Device Repair activity8.Coordinate with Third party or OEM vendors to resolve warranty claims for supported end users and Supported device incidents9.Use Manufacturer warranty, reseller replacement/repair policies to limit total repair costs with respect to pass- through expenses10.Use Manufacturer warranty, manufacturer technical support, to limit repair cost and facilitate incident resolution with respect to Pass-Through Expenses11.Order, provide, Install, and test replacement parts for Supported End Users and Supported Devices12.Conduct performance Testing and enable users to perform functional testing on replacement Supported End Users and Supported Devices as required13.Adjust configuration options as per documented procedures14.Comply with all supported End user and Supported Device Warranty requirements/ restrictions15.Client standard software installations/troubleshooting, driver updates, PC tuning activities, reimaging, security, encryption (BitLocker), antivirus.16.Application installation, support, user assistance (Client standards such as Google suite, okta, vpn, dialpad, Adobe, Microsoft, iprocurement)17.Assist End user with Data restoration from backup media as requested for supported end users.18.Resolution of Standard Problems using SOPs & Knowledge Base, Remote Troubleshooting of Desktops19
