Job Details
What Working at Hexaware offers:
Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.
Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.
With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles.
At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.
We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.
The Hexaware Advantage: Your Workplace Benefits
- Health benefits with low-cost employee premium.
- range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
- training and upskilling opportunities through Udemy and Hexavarsity
Position: Desktop Support
Location: Exton, PA
Hiring: Fulltime with Hexaware Technologies
JOB DESCRIPTION DESKTOP SUPPORT ENGINEER
The Desktop Support Engineer role is to provide a point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
Install, upgrade, support and troubleshoot Windows 7, Windows 10, OSX and Microsoft Office 2007 - 2016 and any other authorized desktop applications
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
Customize desktop hardware to meet user specifications and site standards
Performs work in compliance within specified warranty requirements
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
Safely package equipment for branches and arrange for the transport of the equipment
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analyzing incoming calls, problems and support requests
Operational:
Dealing with hardware and application support queries and issues reported to the Help Desk and escalated to the Desktop Support Technician
Provide user data and application recovery
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Familiarize end users on basic software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Team
Works with vendor support contacts to resolve technical issues within the desktop environment
Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
Arranges for and/or prepares equipment for shipping/receiving
Maintains I.T. records and tracking for area of responsibility
Ensures that supported customer accurately completes the approved work request with the date and time of submission
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Customer Focus
Ensure that there is sufficient support to clients and provide friendly customer service.
EXPERIENCE/KNOWLEDGE & SKILLS:
Excellent technical knowledge of pcs and desktop hardware.
Working technical knowledge of current protocols, operating systems and standards.
Ability to operate tools, components and peripheral accessories.
Microsoft Desktop Support Technician an advantage
Imaging tools such as Norton Ghost, Windows Deployment Service,etc
Windows 7, Windows 10, Apple OSX, IOS and Android OS
Microsoft Office 2007 2016 support
Networking, TCP/IP experience
Working knowledge of SMS, Active Directory, Exchange 2007/2010 and remote control tools
Remote Network connections and troubleshooting such as Citrix or VPN software.
Basic Avaya VOIP phones troubleshooting
Professional image and grooming
Self-confidence and interpersonal skills
Analytical and problem solving skills
Good communication (both verbal and written) skills
Planning and organizing skills
Good administration management skills
Strong listening skills
Able to operate effectively in a team environment with both technical and non-technical team members
Able to operate with minimal supervision
Able to manage time effectively, set priorities appropriately, schedule calls
Able to maintain professional demeanor under stress
Able to operate within customer standard operating procedures