Desk Side Support Engineers

Purpose of the role: Level 1 Field Engineer to support the client environment and help customers find solutions to their technical issues as well as monitoring the servers, network, PCs and peripherals. Key responsibilities: • Provide onsite and desk side support services to end users. • Troubleshoot PC related problems at the direction of TCS. • Complete incidents and requests within SLA in pressurized environment. • Build, configuring and troubleshoot PC and laptop applications and hardware components. • Ensure tickets are updated on a daily basis. • Support meeting room environment and video conferencing. • Support printers, scanners and other peripherals. • Support mobile devices, such as iPads, iPhones and Blackberry’s. • End-User Data back-up and restoration when required in the course of a service incident. • Provide hands and eye support for server support under guidance of TCS tech support. • Smart hands support for data center equipment as per required SLA (in specified locations) • As directed by TCS Tech support will assist in troubleshooting the data center devices • Replace defective components cards in data center equipment’s as advised by TCS Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites • Import /Export tapes to the tape libraries as advised by TCS tech support. Behavioral skills required: • Individual must have good customer facing skills and be well presented. • Demonstrates independent and pro-active thinking • Builds effective relationships both within the team and across the business and Professional Services • Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices. • Must be able to work alone and unsupervised, taking the initiative when necessary. • Must be organized and priorities work appropriately. Technical skills & Experience required: • Must have experience of using a Call Logging system. • Must have good working knowledge of Windows 7/XP and related Office applications. • Support experience of MACs would be beneficial • Knowledge of mobile devices, in particular Blackberry and iPhones • Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components. • Familiarity with Microsoft SCCM would be advantageous. • Basic Knowledge of Server hardware architecture as to understand the procedure shared by L2 teams during troubleshooting, H&E support • Basic knowledge of server/client operations in a domain environment including Active Directory. • Ability to replace defective parts, as identified by TCS. • Excellent hands on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable • Excellent communication are mandatory in English Local language; Regional language support would be a plus Desired Educational Requirements: • Completion of CompTIA certifications – e.g. A+, Network+, Server+ etc • Completion (or near completion) of Microsoft certifications – e.g. MCP, MCITP, MCSE etc