EUC L2 Support Engineer - New Delhi, India - C7 Techsolutions

Description

Monitoring of support queue to ensure that customers are receiving prompt responses and meeting the contractual service level agreement for level 1 type issues including but not limited to o Password resets (AD, 3rd party software, telephone voicemail pin resets) o User account creations for new hires and terminations for employee separation o Workstation setup for new hire/users. Perform desktop and laptop system image management and deployment to ensure efficient system delivery. Integrate with 3rd party deployment and support providers as required.

Perform first and second level support, troubleshooting, and tuning for all desktop and laptops for issues reported to the service desk

Understand and implement security best practices and work with security specialists to minimize vulnerabilities

Understand and comply with all contractual SLAs, policies and procedures

Exercises discretion and independent judgment when dealing with client requests, incidents and feedback

Build credibility and trust with Client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs

Analyzes and recommends alternative solutions to meet customer needs

Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction

Supports the team process and participates on cross-functional teams

Create and maintain documentation to build knowledge and provide training when necessary

May be required to take after-hours on call support as necessary

Complete other duties as assigned

Requirements

EUC L2 Support Engineer