Description

• Provide remote desktop level L2 troubleshooting of end user issues by taking remote control of Laptop/Desktop/VDI

• Solving technical issues related to Windows 10/11, iOS and Mac operating systems and standard software components like MS Office/VPN/Anti-Virus/Skype etc.

• Provide support in enrolling the iOS devices in MDM (JAMF) and investigate the incidents and Tasks

• Deployment of device drivers and windows patch updates • Troubleshoot laptop/desktop performance, group policy, Encryption and failed Software configuration of end user devices

• Manage the Security compliance health status of end user workstations

• Working knowledge of enterprise Ticketing tool like ServiceNow

• Diagnoses, troubleshoot, resolve and escalate supported software, hardware and peripheral Incident calls assigned from Service Desk team

• Adjust configuration options as required to resolve defects identified while performing corrective action on a device

• Investigate desktop level incidents and identify root causes to be able to provide solutions.

• Deployment, Monitoring, Reporting of Device Drivers including BIOS & utilities

• Support Windows 11 Feature upgrade using modern management techniques - Intune/Auto Pilot

• L2 Workstations operational support

• Monitor and report on User experience.

• Report on Workstation image deployments and patch compliance metrics

Key Skills

Education

Bachelor's degree