Role Overview:
The DaaS Support Engineer provides support to clients end users in an Information Technology help
Desk capacity. The role involves working on desktop-related problems including hardware, operating
system, applications and/or network configuration. The role requires strong communication and
analytical skills to assist the Company’s Service Desk clients.

Roles & Responsibilities:

• Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issue
  reported (or) Work on the requested service
• Triage Simple to Intermediate complexity hardware faults and software defects
• Work on Service Requests related to End-user configuration requests
• Proactively assign email tickets and make outbound calls to end customers on their Service
  Requests
• Work with end users on issues related to Windows Application & Software
• Troubleshooting hardware and computer peripherals such as printers and fax machines
• Perform password resets and provides required access to end users
• Diagnose and Isolate problems based on the nature of the Issue and raise Service request with
  vendors as needed
• Provide Complete management of Service Request from Case creation to Resolution
• Suggest improvements to process and workflow in the support center
• Identify problems related to chronic cases and work with Senior Engineering resources to
  identify the root cause
• Support multiple different customer’s environments and ticketing systems.
  Technical Skillset Requirements
• Knowledge of OSI reference model and Protocols
• Understanding of a Domain/corporate IT environment including PC & Laptop setup
• Provide technical support on Windows OS and MACOS platform
• Troubleshoot system specific issues related to PC & Laptop
• Working knowledge of Windows Active Directory and ability to add, remove users and
  perform password resets
• Work on issues related to DNS and ability to isolate Network issues with Service Provider
• Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams)
• Troubleshoot system specific issues around peripherals – Printer, Fax and peripherals
• Knowledge of DHCP and troubleshoot issues related to Network
• Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365,
  OneDrive, Teams)
• Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin Center
  Management, Intune and BitLocker.

Role Qualifications and Requirements:

• The following are minimum qualifications and requirements required for this role.
• Able to work independently with limited supervision and be successful in a team
  environment.
• 2-3 years of relevant work experience.
• Understanding of Operating systems and Desktop hardware.
• Ability and desire to quickly learn new technologies and concepts.
• Strong Oral and Written communication skills.
• Strong Interpersonal & Analytical skills.
• Adherence to QA Program.
• Ability to work well in a team environment.
• Work a flexible work schedule including nights and weekend shifts (24/7)