Desktop Support Engineer

Tata Consultancy Services is seeking a Desktop and Mobility Support Engineer to provide technical support for end-user devices. The role involves troubleshooting issues related to Windows and Mac operating systems, managing device compliance, and utilizing enterprise ticketing tools.

Responsibilities:

• Provide remote desktop level L2 troubleshooting of end user issues by taking remote control of Laptop/Desktop/VDI
• Solving technical issues related to Windows 10/11, iOS and Mac operating systems and standard software components like MS Office/VPN/Anti-Virus/Skype etc
• Provide support in enrolling the iOS devices in MDM (JAMF) and investigate the incidents and Tasks
• Deployment of device drivers and windows patch updates
• Troubleshoot laptop/desktop performance, group policy, Encryption and failed Software configuration of end user devices
• Manage the Security compliance health status of end user workstations
• Working knowledge of enterprise Ticketing tool like ServiceNow
• Diagnoses, troubleshoot, resolve and escalate supported software, hardware and peripheral Incident calls assigned from Service Desk team
• Adjust configuration options as required to resolve defects identified while performing corrective action on a device
• Investigate desktop level incidents and identify root causes to be able to provide solutions
• Deployment, Monitoring, Reporting of Device Drivers including BIOS & utilities
• Support Windows 11 Feature upgrade using modern management techniques - Intune/Auto Pilot
• L2 Workstations operational support
• Monitor and report on User experience
• Report on Workstation image deployments and patch compliance metrics

Requirements:

• Desktop support
• L2 Windows support
• Mac OS support
• Windows 10/11 support
• Apple iOS Support
• Provide remote desktop level L2 troubleshooting of end user issues by taking remote control of Laptop/Desktop/VDI
• Solving technical issues related to Windows 10/11, iOS and Mac operating systems and standard software components like MS Office/VPN/Anti-Virus/Skype etc
• Provide support in enrolling the iOS devices in MDM (JAMF) and investigate the incidents and Tasks
• Deployment of device drivers and windows patch updates
• Troubleshoot laptop/desktop performance, group policy, Encryption and failed Software configuration of end user devices
• Manage the Security compliance health status of end user workstations
• Working knowledge of enterprise Ticketing tool like ServiceNow
• Diagnoses, troubleshoot, resolve and escalate supported software, hardware and peripheral Incident calls assigned from Service Desk team
• Adjust configuration options as required to resolve defects identified while performing corrective action on a device
• Investigate desktop level incidents and identify root causes to be able to provide solutions
• Deployment, Monitoring, Reporting of Device Drivers including BIOS & utilities
• Support Windows 11 Feature upgrade using modern management techniques - Intune/Auto Pilot
• L2 Workstations operational support
• Monitor and report on User experience
• Report on Workstation image deployments and patch compliance metrics