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Gainwell Technologies LLC

Deskside Support Engineer

Chennai, Tamil Nadu, IN

Company: Gainwell Technologies LLC

Category: Computer and Mathematical Occupations

Published on 2022-05-04 09:47


Supports the full life cycle of product development processes for creating new products and services; provides in-depth knowledge of technical products or families of technologies. Addresses complex business and technical product integration issues.

Job Description

Essential Job Functions

  • Support employees by troubleshooting problems that come in via tickets, email, and phone requests.
  • Follow standard operating, ticketing procedures and work instructions to image, refurbish, update, and resolve computer hardware and software application issues for new and existing employees.
  • Help maintain equipment inventory, including processing asset management steps and ordering new equipment and disposing of old retired equipment.
  • Maintain physical presence at designated service locations, provide remote support where possible.
  • Monitor, update and maintain tickets in ServiceNow ticketing system. Respond to tickets, contact users, and plan workload. 
  • Update, track and escalate the ticket to appropriate levels/group for resolution as required. Sign-off closed tickets with the user and include follow up as needed.
  • Document routine software and hardware troubleshooting support to resolve common IT problems so that the documentation can be used as knowledge articles and shared with others providing services.
  • Support access to corporate network/wireless and applications both on the network as well as over VPN.
  • Apply sound judgment, escalating issues and decisions to management when necessary.
  • Performs other duties as assigned by management.
  • Travel as permitted by tasks to help the company reach strategic goals or to act as smart hands in support of outages resolution.

Basic Qualifications

  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in engineering, computer science, management information systems, or related field preferred
  • Three or more years of experience in data, voice or video networks
  • Experience working with current local area network systems and technical infrastructure communication issues
  • Experience working with current network systems and networking principles, data, voice or video
  • Experience working with network software and hardware, data, voice or video
  • Experience working with multiple technical platforms (e.g., mainframe, two-tiered client-server, three-tiered client-server)
  • Possess Department of Defense (DoD) security access and/or DoD security clearance

Other Qualifications

  • Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
  • Excellent written and oral communication skills.
  • Strong interpersonal and customer service skills.
  • 2-3 Years hands on experience troubleshooting PC, iPhone Android and Apple iOS issues
  • Software application use and installation experience.
  • Must have the ability to resolve technical issues under pressure.
  • Experience building, maintaining and fixing Windows 10 systems and PC hardware.
  • Experience managing inventory.
  • Ability to pull data from multiple IT solutions for the purpose of reporting or to highlight issues.
  • Hands-on experience with ServiceNow Ticketing system.
  • Active Directory knowledge is required
  • Basic Networking Skills is required
  • Awareness of HIPPA compliance will be added advantage.

Work Environment

  • Office environment
  • May require on-call work
  • May require weekend or shift work