Field Support/Desktop Support Engineer
: Job Details :

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree a Larsen & Toubro Group company combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com

Job Title: Field/Desktop Support Engineer

Work Location: New York, New York

Job Description

The role requires to provide phone, call and chat support for the end users of one of our prestigious client. This is an L1 role where the incumbent is expected to be aware about ITIL methodologies Incident, Service Request, Change and Problem. The role demands excellent communication skills oral and written, good customer handling skills and excellent collaboration skills with ability to work in shift 24X7. The person will contribute towards effective resolution of the issues and fulfilment of the service requests. Ideal candidate must be an experienced professional from same or similar field. He/She must possess good knowledge of Windows, Active Directory, O365, Networking basics etc. The person will contribute towards achieving project deliverables (SLAs/KPIs/Improvements etc.). The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails.

• All the Inbound calls, chat and emails in service desk
• Basic L1 level queries from end users and quickly resolve a wide range of Windows applications issues
• Troubleshooting knowledge for internet/LAN and WAN Connectivity issues
• The restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
• Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops.
• Upgrade, support and troubleshoot for printers & related computer hardware.
• General preventative maintenance tasks on computers, laptops & printers & configure desktop hardware to meet specifications and business standards
• Account administration, i.e., account creation and management and distribution lists on Office 365
• Account administration, i.e., account creation and management and password resets on Active Directory
• End users on basic software, hardware and peripheral device operation and solve basic queries
• Ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
• iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
• Knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications

Customer Focus

Providing timely and accurate resolution of technical issues experienced by the Users.

Excellent communication skills.

Identify and escalate severe issues which could cause production impact.

Technical Skillset Need to Know

Networking Experience in LAN/WAN Environment

Good knowledge of Active Directory

Citrix

O365

Microsoft Windows

Mobile Operating Systems (Android/iOS)

Antivirus

Technical Skillset Good to Know

*Knowledge of Infrastructure / Exchange / Server Technologies

*Virtualization / VMware /Cloud

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ( LTIM ):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, colour, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

• Safe return to office: In order to comply with LTIMindtree s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree s applicable processes