Job Title: Desktop Support Engineer

Location: Mahwah, NJ - Onsite

Mode of Hire: Contract (1+ duration)

Job Description:

Language Requirement: English and Spanish mandatory

Location: Darlington Ave, Mahwah, NJ 07430 Office Hours: 7:00am 8:00pm {Monday to Friday- Any 8 hrs shift between this}

Required Qualifications

• Good communication skills
• Hands on 1-3 year experience on End User Workstations (Laptops, Desktops, Printers).
• Ability to solve complex hardware and software issues.
• Hands-on experience with Windows/Linux/Mac OS environments
• BS in Computer Science or relevant field

Major Taks :

• Local service support for Windows & MAC - laptops, desktops, PCs, and etc.
• Onsite service for routine work performed on customer's computer equipment. Service includes onsite installations of hardware and software including testing, hardware relocations, addition of hardware/software/external equipment as well as changes and upgrades for devices to restore services within the customer location.
• Provide maintenance (response, diagnosis, repair, and restore) of the physical devices at customer locations
• Onsite maintenance and support of customer's printers (HP, Cannon, Xerox, Zebra, Sato, handheld label printers etc.,), which includes consumables replacement and troubleshooting for fixing print Issues
• Coordinate with Engineering team to ensure incidents are resolved according to service level targets
• Perform final checks prior to closing incidents:
  • User confirmation that service has been restored
  • User satisfaction survey
  • Confirmation of correct incident categorization for Problem Management
  • Confirmation of sufficient resolution detail for Problem Management
  • Assessment of any required changes to Configuration Management System
  • Update the Knowledge base
• Proactive maintenance
• Service requests
• Device incident management
• Process support
• Management of the service, team management and production of statistics
• Remote Hands Services
• Special support during Sales Period
• Out of support service hours
• Other tasks as assigned by the client or Customer side supervisor