DSS Lead ( Hands on Feet )

Role : DSS Lead ( Hands on Feet )

Location : - Day 1 ONSITE - Malabar, FL

Job Description : General Description

Responsibilities : -

• Experience in manage a team of Deskside support Engineers and Adhering to SLAs
• Experience in Managing Deskside Support Team
• Good Customer Handling Skills and act as Single Point of Contact
• ITIL Processes awareness and adhering to
• Reporting to the Service Success Manager / Delivery Manager
• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
• Troubleshooting technical issues
• Ensuring that the processes are adhered to
• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
• Setup and troubleshooting printer / faxes / copiers / RF guns or phone equipment in offices.
• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
• Troubleshooting network connectivity issues and diagnosing and solving hardware / software issues.
• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
• Improves and maintains customer and employee satisfaction
• Performing asset inventory activities as needed
• Create documentation for process and procedures
• Break-fix, troubleshoot and resolve software issues; Reimaging computers / hard drives
• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Technical Requirements

Required Skills / Qualifications :

Minimum 4yrs hands on experience as deskside / Onsite support / local IT engineer

Strong Microsoft Operating System installation (Win11 / MAC) and troubleshooting skills

Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter Equipment's / Devices

Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)

Strong desktop support knowledge including hardware, software, and networking concepts

Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

Good knowledge of MAC OS, IPAD and Android devices

Knowledge in windows Image build process and SCCM deployments.

Basic understanding of Audio / Video equipment and conference room setup

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. Escalations

Troubleshoot and assist end users with mobile device setup, activations and performance issues.

Handheld Blackberry, Android & IOS support knowledge

Strong Customer service skills

Strong written and verbal communication skills

Soft Skills

Other Skills / Experience

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required.

Excellent trouble-shooting skills

Must Have experience in Providing smart hands support for Network and Datacenter Equipment

Years of Experience

Min 5+ years' experience in a similar position Work in similar technical profile.

Certification Preferable

A+ Certified