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Urgent! Senior Desktop Support Engineer Job Opening In Rutland Massachusetts – Now Hiring Macpower Digital Assets Edge Private Limited

Senior Desktop Support Engineer



Job description



  • 4-7 years of experience in Desktop Support Engineer.


  • 4-7 years of experience in Desktop Management - Infrastructure Services (IS)

  • Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.


  • Application support: Include all applications in the computer.

    If this is the global application, coordinate with the second level team to resolve the issues.


  • PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user's existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.


  • Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.


  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.


  • Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations

  • Provide onsite and remote technical assistance to End Users.


  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.


  • Respond to end-user requests for updates on ticket status and promptly follow up as needed.


  • Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs)

  • Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)

  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.


  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

  • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.


  • Good understanding of O365 and related support activities?

    Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall

  • Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool

  • Experience of working within SLAs and ITIL processes

  • Effective written and verbal communication skills

  • Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.





Required Skill Profession

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