Merakey Jobs

Excellent opportunity for Deskside Engineers to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Roles & Responsibilities

• Ensure high quality and availability EUC Support services, Dynamic, flexible and knowledgeable candidate to fill in the role of End-User Computing (EUC) Lead Engineer.

• Provide technical support to end users on various technical issues and problems relating to hardware and software

• Provide IT support, implement new systems, maintain systems, resolve issues

• Responds, documents and resolves service tickets in a timely manner and according to Service Level Agreements

• Interact with cross functional teams, understands support requirement, performs ad-hoc root cause analysis, develops checklists for typical problems and defines methods for issue resolution and prevention

• Required to be on standby with on-call availability 24x7

• Understand the service level requirements and strives for continuous service improvement by providing quality technical support to end users

• Should display sound judgement when making decisions and demonstrates initiative when situation calls for action

• Assist users with hardware and software installations

• Perform acceptance testing of installed/upgraded equipment

• Desktop management & User Administration

• Local Infrastructure service operations (Server, Printing, LAN etc.)

• EUC devices are in warranty, provide relevant break fix services which include:

• Coordinate with the OEM for break fix services for devices in warranty

• Repair / rebuild and restock the devices for future deployment of the devices.

• Whereby EUC devices are not in warranty, Replace the devices with devices in Goldstock (either with reusable devices in warranty or procure new devices as applicable – coordinate with procurement )

• Minimum inventory stock for test and config to be managed

• Weekly Goldstock inventory to be managed & coordinated with procurement based on inflow and outflow of h/w requests

• Managing finance reporting about leavers stock and disposal stocks

• Coordinating with Disposal vendor for IT Disposal assets and tracking

• Maintain inventory of all IT assets, includes – Joiners, movers, leavers, transfers procedures

• Device Life cycle management for all Supported Equipments

• Weekly, Monthly asset status reporting

Must have Technical experience :

• Windows Desktop imaging, testing, configurations (Imaging and preparing computers for end users within SLA)

• ServiceNow (Managing incidents and service requests within SLA, reporting from Servicenow)

• Google Chrome – Web browser, Google tools and Google environment

• Active Directory administrations

• Windows 10 / 11 operating system and its features

• Mobile phone operating systems (IOS & Android), test & configurations

• Network / SCCM and server environment skills

• Applications L1 support and S/w application testing

• Microsoft Excel /Google spreadsheet skills reporting, tracking skills

• Test & Configuration Services

• Application Packaging Services

• Desktop SCCM Administration

• Managed Print Services

Nice to have Technical experience:

· ServiceNow Hampro or other EUC tools. (Ubuntu and Chrome OS)

· SIAM experience (Flexera)

· Mobile device mgmt. experience (Google and SOTI Xsight)