Job Title: Desktop Support Engineer

Location: Clifton, NJ 07014 | New York, NY 10120 | Mahwah, NJ 07430

Mode of Hire: Contract

Job Description:

Language Requirement: English and Spanish mandatory

Required Qualifications

• Good communication skills
• Hands on 2-3 year experience on End User Workstations (Laptops, Desktops, Printers).
• Ability to solve complex hardware and software issues.
• Hands-on experience with Windows/Linux/Mac OS environments
• BS in Computer Science or relevant field

Location: Delawanna Ave, Clifton, NJ 07014 - Office Hours: 8:00am 5:00pm {Monday to Friday}- Base location is Clifton NJ. some travel is required to Mahwah and NYC.

Location: New York Office - West 33 Street, New York, NY 10120 | Office Hours: 9:00am 5:00pm {Ad-Hoc Visits}

Location: Darlington Ave, Mahwah, NJ 07430 Office Hours: 7:00am 8:00pm {Monday to Friday- Any 8 hrs shift between this}

Major Taks :

• Local service support for Windows & MAC - laptops, desktops, PCs, and etc.
• Onsite service for routine work performed on customer's computer equipment. Service includes onsite installations of hardware and software including testing, hardware relocations, addition of hardware/software/external equipment as well as changes and upgrades for devices to restore services within the customer location.
• Provide maintenance (response, diagnosis, repair, and restore) of the physical devices at customer locations
• Onsite maintenance and support of customer's printers (HP, Cannon, Xerox, Zebra, Sato, handheld label printers etc.,), which includes consumables replacement and troubleshooting for fixing print Issues
• Coordinate with Engineering team to ensure incidents are resolved according to service level targets
• Perform final checks prior to closing incidents:
  • User confirmation that service has been restored
  • User satisfaction survey
  • Confirmation of correct incident categorization for Problem Management
  • Confirmation of sufficient resolution detail for Problem Management
  • Assessment of any required changes to Configuration Management System
  • Update the Knowledge base
• Proactive maintenance
• Service requests
• Device incident management
• Process support
• Management of the service, team management and production of statistics
• Remote Hands Services
• Special support during Sales Period
• Out of support service hours
• Other tasks as assigned by the Client or Customer side supervisor

Scope of work in detail:

The main objective is to provide best Desktop Support to Customer's primary office and warehouse users of IT services, starting with punctuality and resolving the problems with professionalism and competence. Desktop Support Engineer operates in full compliance with the procedures and guidelines in place within Customer's environment.

The additional objectives could be identified as:

• Manage break-fixes related to workstations, variety of printers, equipment, etc. as soon as reported or communicated by users to ensure operational continuity, possibly working with IT SMEs & Vendors from different regions.
• Desktop Support Engineers are available to deliver on-demand "remote-hands" services for IT Infrastructure Teams from different regions.
• Offer a high quality and professional service in both English & Spanish.
• Hold strong and foster a positive, constructive, and customer-oriented mindset.