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Desktop Support L3

Greenfield, IN
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Title: Desktop support OR Field Services Engineer - Level 3

Location: Greenfield, IN 46140

Long Term Contract

This position assists clients with High-level analysis, technical support as a SME in desktop computers, applications, and related technology under deskside support/ field services.

Main Responsibilities include:

Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management

Design and update run-books

Monitor progress to make sure client deliverables are delivered on time and reported to head of field services

Monitor stakeholder expectations and take corrective action to address gaps

Should be able to multitask and have the ability to handle multiple customers simultaneously

Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

To provide infrastructure administration functions

Providing on-site cover as part of a shift arrangement

Being prepared to work out of hours when required and to provide out of hours on-call support cover as required

Backing up and restoring settings and associated systems administration activities

Oversee issues through to resolution on all appropriate requests

Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution

Performs other duties as assigned

Technical Skills:

Knowledge of integrating ITSM solutions for automatic ticket creation and site services support

Strong technical skills in handling user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications i.e. Office

Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment

Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives

Administration experience of MS Active Directory users & groups, policies and management concepts

Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

Business Skills:

Experience of Deskside Level 2 troubleshooting

Preferred if have experience in leading teams of 4-8 deskside engineers

Ability to interact with customers to ensure that the service is efficient and responsive

Provide SME support analytically to a successful conclusion

Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture

A self-starter with ability to work on their own initiative

Qualification and Experience:

Diploma or Engineering degree along with MSCE or CNE qualification

PMP/ Prince2/ ITIL carries an edge

Minimum 5-10 years related field experience in End User support including VIP support

Installation and configuration Desktop / laptop/ Printer/ Server/ Networks etc.

Substantial experience Desktop, Workstations, Notebooks and Printers management

Certified Windows Administration

Supporting Windows core technologies

Collaboration experience including remote control of PCs and video conferencing knowledge

Deliverables to include ensuring the proper levels of run and maintain support

Strong Microsoft Office skills (Outlook, Word, and Excel)

Thorough understanding of Outlook's calendaring tool

Understanding of Exchange functional accounts and how they are used within Microsoft technologies

Strong customer handling skills

Strong written and verbal communication skills (English language)

Must be detail oriented and self-motivating

Experience of managing and leading a geographically and culturally diverse team

Background security check is mandatory

Working Relationships

Maintain inter-department relationships to resolve client issues

Effectively communicate with extended service providers and IT infrastructure groups

Develop and maintain excellent communication and working relationship with both organization and customer delivery/management teams




Customer Service Orientation

Functional Job Knowledge



Managing Stress


Oral Communication


Planning and Organizing

Root Cause Analysis

Teamwork Orientation

Technical and Professional Competence

Work Standards

Technical and process support documentation



Pro active



Greenfield, IN