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Deskside Support Engineer - Tokyo, 日本 - Cognizant Technology Solutions
説明
Overview:
· We are looking for someone who has prior Deskside Support - L2
Roles and Responsibilities:
· Troubleshoot, support and incident-manage user PCs and other related technical infrastructure according to the client's SLA.
· Provide technical support to desktop/laptop PCs, printers, monitors, server/network equipment, and other hardware in office environment.
· Coordinate with helpdesk engineers to provide support by corresponding to tickets within decided period.
· Manage IT hardware assets. Tasks include installing, moving, adding, changing, disposing, and removing.
· Support best practices of IT and client requests through communication with onsite.
· Other ad-hoc technical tasks are required.
· Create and host presentation for user IT training.
· Reproducing, diagnosing, and analyzing problems reported by end-users, in turn formulating solutions to resolve the issue at hand.
· Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.
· Organizing and maintaining a problems and solutions log for use by other Desktop Support personnel.
· Operate and test daily functionality of all AV and integrated conference rooms.
· Perform routine testing and problem diagnosis for all installed conference room systems and equipment. (projectors, microphones, speakers, amplifiers, cameras, and displays)
· Perform preventative maintenance to resolve problems or identify problems requiring escalation to appropriate manager, vendor, or manufacturer.
· Troubleshoot AV/UC problems on the fly as required, "emergency" as well as "non-critical" situations.
· Assist with company meetings/functions as required.
· Daily system testing to confirm equipment and room system is functional.
· Ensure all conferencing systems and spaces are presentable and ready for use.
· Basic configuration and commissioning of routers and switches
· Any DC-related power issues and measurements
· Network Cable Testing, Hardware reboots, Inventory services, Rack and stack.
· Ensure equipment / devices are stored safely, labelled and record.
· Coordinate for HW reception, storage, and delivery.
· Smart hands support for global Network team for Network / Analog Telephone / Video Conference /Printer device configuration support for global NS team (pre-config, shipping, peripheral set-up / console access & etc.) May include physical racking, cabling and decommission if 3rd party vendor is not commissioned.
· Attend/Report/Present in the meetings as and when necessary. Provide regular updates to the IT project team and client.
Must have skills and requirements:
· Basic understanding of technologies including VoIP, TCP/IP
· Basic knowledge of LAN and WAN systems
· Provide aid and support for DSS technicians.
· Provide courteous customer support to users.
· Monitor all open tickets to ensure prompt closure and resolution.
· Minimum of 3 years of experience in a support role in delivering IT services
· Responsible, autonomous, accountable and able to work independently on most aspects of their role under a moderate degree of supervision.
· Experience with IT infrastructure area support - DSS, OS Windows (workstations), LAN, Printing Services
Years of experience:
· 2 Years to 15 Years
