DSS Engineer

Mandatory Skills - Windows/Mac/ Linux

• Provide client support, troubleshoot and resolve IT Support issues (Desktops and connected peripherals, Laptops, Mobile Devices Desk phones) for internal users and conference rooms.
• Resolve incoming trouble tickets. Tickets are communicated through email, chat, web portal, phone calls, direct walk up and resolved in ServiceNow
• Resolution including basic Operating System (Windows, Mac and Linux), hardware and Basic networking issues
• Escalating to next level for assistance, if the issue is not resolved by desktop support Analyst.
• Hardware support, Laptop provisioning, Imaging and Desk setups.
• Mobile-device set-up and support
• For Mobile devices assist Authorized Users with installation, configuration, and troubleshooting
• Printer set-up and support
• Desktop and laptop image deployment and configuration
• Desktop deployments and terminations
• sset inventory- updating and reporting hardware equipment and peripherals.
• Manage inventory and reporting of all laptops, desktops, and related desktop peripherals to ensure stock levels meet service delivery needs at all times
• Transporting equipment between buildings for user deployment and vending machines

(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases