Support Engineer(on Demand)
DeRisk Technologies, Austria

we are looking for on Demand Support Engineer with below Qualifications to join one of our clients :

6+ Years of experience in handling Desktop support and EUC.

• Deskside IMAC Support - Laptop/Desktop/Printer IMAC support and actively update the status of Incidents, Service Requests, Problems and Change Request using the ITSM tools (SNOW).
• Personal Computer Life Cycle Management (PCLM) - Create, Update, and maintain Standard Operating Procedures related to the PCLM services. PC Image deployment to be put on the redeployed PC
• PC configuration of new and redeploying (used) PC’s in inventory.
• Configuration of printers, network and wireless configuration. Re installation of software’s and post installation validations of all activities
• PC break/fix support - Assisting hardware (inamp;out of) warranty support and arranging appointments to have parts repaired or replaced
• PC Asset support : Add, Move, change, update, Reassign of devices (IMAC) . Knowledge on inventory Management
• Work with internal teams and vendor coordination is must
• Platform configuration/troubleshooting/remediation - Document, troubleshoot, and remediate Platform errors, replication, and performance issues
• Active Directory, DNS, DHCP, Anti-virus and VPN installation, configuration and troubleshooting is must
• Patching : Configure and distribute patch bulletins utilizing the existing SCCM on monthly basis and also test and deploy security patches after approvals. Troubleshoot/remediate patch deployment issues.
• Software Upgrades and Deployment - Manage any required mass deployments of new software to all end points.
• Exchange online/0365 and also Office suite installation and troubleshooting is must
• End Point management experience is added advance that includes Mobile device management (Apple and Android OS)
• Experience in handling Linux OS and Mac OS devices
• Data Center and Network Touch Support is required
• Windows 10 migration experience is a plus and also should have project management knowledge
• Should have experience in Telephony (Cisco, Avaya, Alcatel) installation, configuration and migration
• Microsoft, Cisco and red-hat, certifications are plus
• Must be strong team player
• Outstanding Customer service skills required
• Ability to multi-task and work under strict deadlines
• Good verbal and written English communication skills

2. Job Description

• Install, upgrade, support and troubleshoot Windows , Mac and any other authorized desktop software/ applications
• Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop , Laptops , Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• To follow and execute instructions provided by Subject Matter Experts
• Provide onsite hand and eye support to / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment
• To assist users with any logged IT related incident when called upon
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes
• with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• To accurately record, update and document requests using the IT service desk system
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in
• an appropriate manner
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical
• and non-technical colleagues at all levels in the organization
• To be a highly motivated team player with the skills and ability to manage changing priorities
• To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes
• To attend training courses as identified and agreed for appropriate development
• To contribute towards reporting as per customer requirement
• Any other tasks as assigned and within the skillset of the person

Technical Skills

• Good general understanding of IT principles such as Networks, Hardware and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
• Good working knowledge of Operating system suc

Job Rewards and Benefits