Job Description:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 42,000 employees support vital missions for government and commercial customers.
Working for Leidos gives you the opportunity to be part of a culture that welcomes collaboration and rewards innovation. You will embark on a journey where commitment to the business, your colleagues and our customers are at the forefront of everything you do.
This is an office based role so candidates local to the Pune office would be preferred.
Based in our Pune office in India the Desktop Support team are responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting our remote users based t airports and offices around the Indian Subcontinent; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.
We are looking for a Desktop Engineer to join this team; ideally we are looking for a candidate that has been educated to ‘Higher’ level, or equivalent, standard.
Investigating issues logged by users on the helpdesk
Ensure the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress.
Ensure helpdesk tickets are prioritised based on business impact and are dealt with in a timely fashion.
Escalate support incidents when necessary and in a timely and consistent fashion.
Identify common issues and investigate / implement long term fixes, rather than piecemeal ‘workarounds’.
Ensuring that standards and procedures are followed.
Daily maintenance including backup checks and reporting
Ensure that Infrastructure Services standards and procedures are followed i.e. backups are checked and reported on daily and issues identified are investigated.
Perform user account management as part of the starter / leaver process
Perform account creation and deletion tasks as required; ensuring that standards and procedures are followed.
Contribution to central Infrastructure Services documentation and information repository
Continuously adding new articles / information to the Infrastructure Services documentation and information repository and updating existing information as necessary over time.
Support and assist with Infrastructure Services projects when called upon
Ensure software licensing policies are followed at all times.
Liaise with the Asset Manager to ensure correct asset registration and assist in stock control
Skills required for this Role:
The Helpdesk and onsite support would include:
Support Calls
Help desk
Onsite Support
PC imaging and Setup for New Users
Daily System Checks, such as Backup and Data Analysis
Essential Skills & Experience
Windows Desktop Operating System
Basic Networking / TCP IP / Broadband Setup
Remote Desktop
Microsoft Office
Virtualisation Technologies
Experience in a technical support role, ideally second line / customer-facing
Experience in communications and interfacing peripherals to computer hardware
Excellent communication skills in English, both spoken and written
Proven ability to learn about new and complex products and services quickly
Able to demonstrate analytical and creative problem solving skills
Ability to produce clear, concise, technical reports
Proven team player
Ability to work unsupervised in a remote office
Will be responsible for:
International Corporate couriering
Laptop Imaging and profiling
IT Inductions for Pune Office and wider Indian Subcontinent
Control of Indian Mobile Phone estate
In-Country support for engineers based at Airports
Desktop support for 40+ Pune based office workers
Control of Corporate IT Stocks and spares held for users in the Indian offices and customer sites
Local Assistance for updates and patching (including UIP and other larger upgrades)
Support the onsite printing solution
Qualifications required:
TBC – Local Standards will be applied.
Bachelor’s Degree in Computer Sciences or IT Engineering
Or 5 Years equivalent of IT Experience
Pay Range:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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