L2 Desktop Support Engineer Jobs Opening in Praxair India Private Limited at Kolkata
FEATURED JOBL2 Desktop Support Engineer
Job Description
Principal responsibilities
Case handling of L2 enterprise device support, engaging with end users to troubleshoot and resolve tickets
Self-assignment and prioritisation of L2 device support ticket queue
Action device support requests, engaging with end users to evaluate and resolve in the field wherever
possible. Engage local team to dispatch replacement hardware where required
Improvement of KB articles to improve L1 case handling, working proactively with ServiceDesk to reduce
escalation of repeat issues
Deployment of device patches via remote update methods, coordinating testing and phased rollouts
Monitor device compliance and plan update rollouts to ensure compliance is maintained
Track and action lost or offline device data. Follow-up with device owners to locate.
Validating requests for application packaging and liaising with L3 MDM teams to complete
Triaging and evaluating MDM profile enhancements and changes, coordinating with L3 MDM teams to
execute
Key interfaces in Regions
End users of industrial devices (predominantly Zebra or Samsung handheld devices managed through
SOTI MDM) such as truck drivers, cylinder fillers and retail staff.
Transport, operations and partner channel managers whose users are utilising these devices
Application development and support teams
Regional IT teams
Required key skills (functional/technical)
Experience supporting Android Enterprise devices
Experience working with Android Enterprise, providing user support and diagnosing common device, OS
and application issues
Understanding of Mobile Telecommunications functions, including troubleshooting and management
Experience managing enterprise device environments through an MDM environment (SOTI preferred)
Experience patching Android Enterprise devices remotely via MDM and other remote tools
Competency in using Excel for asset analysis and reporting
Making our world more productive
Required qualifications/experience
Experience or certification in Android Enterprise management
Experience or certification in Enterprise MDM (SOTI preferred)
Experience or certification in IT Service Management (ITIL)
Required critical behaviours
Independent capability to prioritise assigned work
Proactive attitude, with a drive to improve process and drive efficiency
Empathetic approach to providing end user support to front-end staff
Detail oriented, able to ensure accuracy when executing tasks
Collaborative approach to working with remote teams, able to adopt modern workplace tools to ensure
productive support outcomes when working with teams across the globe.
