Engineer Computer Systems Support

Must Have Technical/Functional Skills
? Strong knowledge of desktop/laptop hardware
? Good knowledge of Win 10, Win 11 & MS Office
? Knowledge of Mac OS is preferred
? Understanding of daily operations and delivery processes
? Application / software installation and trouble shooting
? Knowledge / exposure on ticketing tools (Service Now)
? Windows system administration
? Strong Troubleshooting Skills
? Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
? Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.
? Understanding of active directory, networking
? Hardware, operating system & software knowledge

Experience Required5-7 Yrs

Roles & Responsibilities
? Provides second-line investigation and diagnosis.
? Resolves and closes incidents/service requests as per the procedures & allocated timelines
? Logs relevant incident/service request details as per process in ITSM tool.
? Communicates with client regarding incident progress
? Ensures tickets are updated at all times until issues are resolved
? Complies with Quality Health Safety Environment (QHSE) and IT policies
? Liaises with clients, IT support groups and 3rd party providers when necessary
? Performs staging of PCs
? Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
? Conducts hardware and software maintenance and support
? Troubleshoots and resolves PC incidents and/or VIP requests
? Assists with Site Security Officer (SSO) on IT security issues and virus elimination
? Creates/maintain documentation for scope of work
? Special events coverage, meeting room & VCON & voice devices support
? Centralized hardware and Spare part stocking and local site inventory management and asset management
? Stock management
? Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
? Hardware vendor coordination for Bre ak fix
? Imaging & provisioning of devices. Setup and build workstations
? Update AMDB including hardware and software
? PC and other devices - logistics management
? Coordinate activities with third parties to resolve the IT issues or complete service requests
? Follow standard operating procedures as documented in the knowledge management system.
? Providing trainings / demo?s when needed to end users
? Onsite admin tasks e.g. backup, OS migration.
? Onsite Operational support of Industrial mobility devices
? Mobility - Operational support for company owned mobile phones / tablet devices and BYOD
? Asset Disposal
? Coordinate with regional/global support groups for end-to-end request resolution and escalation.
? Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
? Operational support for non-network connected HBO AIO Printer / Scanner / Fax
? Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines

Generic Managerial Skills

Team Player

Salary Range: $65,000-$67,000 a year

TCS Employee Benefits Summary

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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