Desktop Support Engineer

Description

Mandatory Skills
* Strong PC troubleshooting skills- Troubleshooting on Dekptop\laptops in case of issues with various components and drivers like- Wireless, LAN, Serial I/O, Graphics, Audio, Fingerprint reader, Mouse, Keyboard, Blue Tooth, Camera, RST(storage), Intel Chipset, management engines drivers, BIOS etc.
* Knowledge of Thunderbolt docks and addressing related issues.
* Strong understanding of Windows Internals ( OS architecture / Software / Hardware Requirement ) - Win-10
* General PC Architecture, OS Architecture, Firmware and Driver Architecture/ Framework
* Ability to use available Microsoft and 3rd party tools to analyze PC failures and performance issues
* Troubleshoot and analyze complex issues and determine root cause
* Identify, Assess, and drive implementation of changes to the drivers and Firmware deployed in the environment.
* Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements
* Knowledge of Windows Performance tools
* Strong verbal and written communication skills, with ability to create clear and concise documentation

Key Roles & Responsibilities:
* Diagnosing, debugging and troubleshooting tech problems
* Need a strong set of hard tech skills, and a strong basis in current technology
* Useful to have hands-on experience with specific kinds of hardware, software, applications, and systems
* Determine and monitor the overall the performance of the platform/ driver using client provided tools
* Minimize degradation of performance by working with vendor to improve performance with their driver stack
* Monthly monitoring of hardware failure rates for all devices in the environment
* Define KPI's needed for Health and validation team to measure
* Periodic engagements with HP, Dell, Lenovo, or Microsoft to troubleshoot issues occurring in the environment