Job Description

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. All work to be performed in client office in Bangalore.The Client Site Services Engineer will serve their primary client by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the clients requests or problems; resolves all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.Primary Responsibilitiesxc2xb7 Primary responsibilities are descriptive and not restrictive in nature.xc2xb7 Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively.xc2xb7 Provides one-on-one end-user problem resolution for client (PC) software and connectivity.xc2xb7 Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required.xc2xb7 Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely.xc2xb7 Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems.xc2xb7 Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.xc2xb7 Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed.xc2xb7 Acts as remote hands for engineering staff onsite as needed.xc2xb7 Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.xc2xb7 Provides assistance to Tier 2-3 staff with problem research and documentation.Have the Ability to:Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. Represent the company by always supporting and communicating in an effective and professional manner.Knowledge of:Desktop operating systems, various software applications and basic hardware for the workstations and laptops; principles and theories of network systems and management; Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedure.Minimum QualificationsCandidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience. Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.Experience:xc2xb7 3+ years providing end-user support for current PC desktop and application software.xc2xb7 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.xc2xb7 3+ years providing end-user support for current suite of Microsoft applications and management software.xc2xb7 2+ years in providing support for end userxc2xb7 2+ years providing support for an enterprise level userbase in either the legal or financial services industries.xc2xb7 CompTIA A+ Certification or equivalent experiencexc2xb7 CompTIA Net+ Certification or equivalent experienceSpecial Requirements:xc2xb7 Must be able to sit for prolonged periods of time in front of a computer.xc2xb7 Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking.xc2xb7 Must have excellent written and oral communication skills.

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