Tier 3 IT deskside support in busy, customer contact center including the following aspects:
AWS Connect and Microsoft Teams
Desktop virtualization - Azure Virtual Desktop; Horizon Virtual Machines
Microsoft Windows Operating Systems, Office365 suite
Monitoring and troubleshooting using any of following or similar: NetThink, ZDX, Azure Advanced Insights, Live Action, Wire Shark. Splunk and ability to do basic review of traces.
Laptop setup and configuration(s), settings to support virtual desktops e.g., headsets, monitors, network/system settings, agents such as Microsoft Remote Desktop Client
Security tools such as Crowdstrike, Zscaler for Users, Appgate
Experience with Windows 10 to 11 upgrade projects and/or Desktop Virtualization Migrations
Ability to learn and provide basic troubleshooting on 3-4 customer business applications, including mainframe connectivity / green screen.
Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.
Experience with using ServiceNow for ticketing.
Excellent communication and people skills with the ability to collaborate effectively with customers.
Highly organized, dependable, and initiative taking
On-site 4 to 5 days a week
Acts as member of IT team, on site at contact center to support a growing number of users
Support active stabilization project, working with remote IT staff, including change implementation and testing
Support end user migrations to the selected stability solution(s)
Provide off-hour emergency and change validation support, as needed.
Smart hands for US-based support teams that represent network, desktop, applications, contact center technologies, etc.
Coordinate with EXL support team around all end user support issues
Provide a daily summary to technical leads with information on any issues to avoid bigger impacts and/or improvement opportunities
Ticket work/management, ticket documentation, escalation, notification, and resolution
Create and update documentation and knowledge base articles
SHOULD YOU HAVE ALL THE ABOVE REQUIREMENTS PLEASE CONTACT ME FOR FULL DETAILED DESCRIPTION AND QUALIFICATIONS

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Tier 3 level (service delivery)

Desktop Support Engineer