Technical Support Engineer

Job Title:

Desktop and Mobility Support Engineer

Must Have Technical/Functional Skills:

Desktop support, L2 Windows support, Mac OS support, Windows 10/11, Apple iOS Support,

Roles & Responsibilities

• Provide remote desktop level L2 troubleshooting of end user issues by taking remote control of their Laptop/Desktop/VDI

• Solve technical issues related to Windows 10/11, iOS and Mac operating systems and standard software components like MS Office/VPN/Anti-Virus/Skype etc.

• Provide support in enroll the iOS devices in MDM (JAMF) and investigate the incidents and Tasks

• Deployment of device drivers and windows patch updates

• Troubleshoot laptop/desktop performance, group policy, Encryption and failed Software configuration of end user devices

• Manage the Security compliance health status of end user workstations

• Monitor security patching status and remedy deficiencies proactively

• Diagnose, troubleshoot, resolve and escalate supported software, hardware and peripheral Incident calls assigned from Service Desk team

• Adjust configuration options as required to resolve defects identified while performing corrective action on a device

• Investigate desktop level incidents and identify root causes to be able to provide solutions.

• Deployment, Monitoring, Reporting of Device Drivers including BIOS & utilities

• Support Windows 11 Feature upgrade using modern management techniques - SCCM/Auto Pilot

• L2 Workstations operational support

• Monitor and report on User experience.

Report on Workstation image deployments and patch compliance metrics