Job Description Role: Deskside L2 Support Engineer Location: NYC, NY (5 days onsite a week) Position Overview We are seeking a skilled and customer-focused IT Deskside Support Engineer to join our team. The ideal candidate will be responsible for providing technical support, troubleshooting hardware issues, and performing break/fix repairs on laptops and desktops. This role involves managing customer incidents, resolving technical issues, and ensuring efficient delivery service while maintaining a high level of customer satisfaction. Key Responsibilities Hardware Troubleshooting and Repairs: Perform general hardware troubleshooting and break/fix repairs on laptops and desktops. Identify, prioritize, and resolve hardware-related issues efficiently. Incident Management: Coordinate, diagnose, and troubleshoot incoming customer inquiries. Manage the lifecycle of customer incidents, from identification to resolution/fulfillment. Provide timely updates on case status to customers and stakeholders. Customer Service: Implement standard operating procedures and customer service guidelines. Respond to and complete customer requests for services, ensuring a positive experience. Technical Support: Deliver technical support to internal desktop systems and application customers. Troubleshoot and resolve network-related problems as needed. System Maintenance: Perform installations, upgrades, and backups of desktop systems and applications. Ensure systems are maintained and functioning optimally. Qualifications Proven experience in hardware troubleshooting and break/fix repairs for laptops and desktops. Strong diagnostic and problem-solving skills. Familiarity with standard operating procedures and customer service best practices. Experience in providing technical support for desktop systems, applications, and networks. Knowledge of installation, upgrade, and backup processes for IT systems. Excellent communication and interpersonal skills to handle customer inquiries effectively. Preferred Skills Certifications such as CompTIA A+, Network+, or equivalent are a plus. Experience with ticketing systems and incident management tools. Ability to work independently and prioritize tasks in a fast-paced environment. Hexaware Technologies
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