Deskside Support (Junior & Senior) at Watershed Consulting

Desk side support

• You will be responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, Zensar provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here.

Responsibilities:

• Assist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.
• Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.
• Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and  peripherals.
• Work with front-line operation teams in implementing of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.
• Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining.
• Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.
• Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.

Required Technical and Professional Expertise

• 8 + years experience customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint and technologies such as AD, DNS, Exchange, and Citrix.
• 7 + years of experience with Configuration Management, MDM and Deployment methods with SCCM and Intune.
• Experience with deployment methods including inventory control, security baselining, patching, software, and application deployments.
• Understanding of Windows 10 new features, feature updates, and industry best practice processes.
• Understanding of Microsoft Patching Cycles & Policies, best practice processes. (ex. WSUS, Win10 Update Rings).
• Knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot).
• Understanding of Office 365 or Microsoft 365 technology and any other client support or project interaction.
• Active technical certifications would be an asset.
• ITIL-Foundation and Agile experience an asset.
• Preferred Technical and Professional Expertise
• Exceptional verbal and communication skills
• Unparalleled Listening and Comprehension capabilities
• Proven service industry front line experience with handling high value/critical customers.
• Ability to keyboard to capture important details on a call for documentation.