Desktop/Laptop Support Engineer

JOB TITLE: Desktop/Laptop Support Engineer

LOCATION : Colleretto Giacosa (Turin)- Italy

As a desktop support engineer, you should be able to act as a Single point of contact in front of the customer management. Ensure proper communication and quick. Responsible for Vendor Management. Own and drives day-to-day operations for onsite support for laptop and mobility support. Take corrective actions based on the customer satisfaction surveys. Drive service improvement programs. Ensure adherence to quality / security standards defined for the engagement.

Language – Local Language + Basic English

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users incidents and IMAC requests
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• End-user support - Breakfix
• Desktop/ Laptop/Network Printers Management.
• Basic AV support for conference room& internal events.
• Deployment of device for field force users with aggressive SLAs
• Image Deployment using SCCM, Intune Auto Pilot
• Desktops patch management
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV/endpoint security Management for Mcafee.
• User Data Management (ONeDrive,Office 365)
• Refresh of old asset from windows 7 to windows 10.
• Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Incident Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Support the following technologies: Microsoft Office 2010, office 365 products – Outlook, Word, Excel, Access, Internet Explorer, Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, rack and stack of devices.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Client-facing experience with proper interpersonal skills.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions in the SNOW tool.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.