Desktop Support engineer

Position: Desktop Support engineer

Location: Boston MA

Duration: 6+ Months

 

Job Details;

Team Supervision & Support

• Manage and guide L1 support staff (helpdesk/operations)
• Provide mentoring, feedback, and training
• Guide the team on known issues and standard fixes
• Maintain knowledge base articles and FAQs
• Ensure the team follows all security procedures to maintain data security

Incident & Ticket Management

• Ensure tickets are logged, categorized, and prioritized correctly
• Monitor response and resolution times
• Escalate complex issues to L2/L3 and SME teams when needed

SLA & Performance Monitoring

• Track KPIs and support metrics
• Ensure the team meets service level agreements (SLA)
• Generate reports for management

Client Interaction

• Need to be in client office for at least 3 days in a week
• Ensure good communication and customer satisfaction
• Handle regular meetings with clients on issues, feedback, KT requirements, infrastructure changes, improvements, etc.
• Lead weekly, monthly, quarterly meetings
• Prepare monthly/quarterly presentations

Escalation Management

• Handle escalated user concerns or complaints
• Prepare and monitor post-escalation reports and action plans

Process Automation

• Ensure the team follows defined operating procedures (SOPs)

Coordination with Infrastructure Teams

• Manage helpdesk telephony systems
• Work with infrastructure vendors and VDI connectivity

Generate Reports & Dashboards

 

Tekshapers is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.