Desktop Support Engineer
Wipro infotech
Total years of experience :2 years, 4 Months
Roles and Responsibilities:
• Handling tech support calls through ticketing tool (HPSM).
• Administration of user accounts and groups on AD.
• Creating User accounts, activating and deactivating user’s accounts. Moving objects to appropriate OU as per the process requirement.
• Installation and configuring Network Resources such as Printers, Share drive access over the network.
• Coordinating with Network, Server and Security Teams to resolve issues.
• Analyze Problems & escalate to appropriate Levels.
• Taking care of calls and providing support to more than 3000 End-users.
• Taking care of the Safe boot Issues in the laptop.
• Installing, configuration and maintaining Symantec Antivirus.
• Audits & checking all the compliance of all the systems
• Checking whether all the system & laptop in case of not updating and troubleshooting if any issues.
• Troubleshooting all the desktop & laptop in India & abroad if any through RDP, Gen control, SYS Admin, Admin Pak, WebEx session.
• Installing and configuration of VPN, troubleshooting accordingly.
• Joining conference calls, on troubleshooting of Network & Firewall issues
• Fixing issues with coordination of client IT teams located in US
• Follow up daily on Incidents with priorities and escalate them to service quality team if incidents breach SLA.
• Trouble shooting the PC assembling hardware components installations and software installations.
• BIOS configuration, Hard disks, CD-Rom Drives, NIC cards, Modems etc.
• Installing all types of software applications in Windows.
• VMware Horizon view client installations
• Updating/upgrading software/hardware on an ongoing .
Roles and Responsibilities
• Laptop/Desktop hardware/software troubleshooting \[Including any data card related requests\]
• Desktop troubleshooting with Window (OS), Outlook
• Installing all types of software applications in Windows
• Handling technical support calls.
• Crimping and resolve LAN connectivity issues
• Daily data backup through NAS.
• Administration of user accounts and groups on AD, Creating User accounts, activating and deactivating user’s accounts.
• Installation and configuring Network Resources such as Printers, Share drive access over the network.
• Troubleshoot on printer issues.
• Coordinating with Network, Server and Security Teams to resolve issues.
• Analyze Problems & escalate to appropriate Levels.
• Installing, configuration and maintaining Trend Micro Antivirus- AV definition update.
• IT Asset management- update inventory monthly
• Trouble shooting the PC assembling hardware components installations and software installations.