Desktop Support Engineer System engineer

Troubleshooting & fixing desktop / laptop OS, e-mail client (MS Outlook/Lotus notes, printer / scanner, print queue related L3 level issues
OS Imaging: Build, test, implement and regularly upgrade OS image for new desktop/laptop or as per customer specific requirements
Testing of new/old Hardware/software products for compatibility and performance.
Understand the new requirements / applications of customer and facilitate the testing of the same during UAT/pilot.
New Technology/Product Evaluation and Implementation::Understand, evaluate, carry out pilots, recommend, take approval and implement new products and technologies at customer premises to keep up with the market place.
Knowledge Management: Create SOP's for known solutions and script whichever possible
Audits::Provide support and assistance to customer IT team for audits being conducted in customer premises
Process Documentation: Ensure all process documents, maps and SOP's are updated regularly.
Escalation handling
Mentoring FMSs teams unresolved issues
Leading the FMS Team
Ability to quickly analyze & diagnose technical problems
Independently generates solutions based on analytical, technical skills and business knowledge Mentor and train other team members
Problem determination and resolution within SLA's
Should be able to Perform Root Cause Analysis for the incidents Handle technical escalations
Ability to acquire; new skills & keep them updated
Work with Local & Global Teams
Proactive and clear communication skills
Quality and Process Knowledge