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Detailed Job Description:

• Monitoring day-to-day performance of tech systems
• Diagnosing, debugging and troubleshooting tech problems
• Need a strong set of hard tech skills, and a strong basis in current technology
• Useful to have hands-on experience with specific kinds of hardware, software, applications, and systems
• Manage allowable fault rates on the platform as per client standards
• Determine and monitor the overall the performance of the platform/ driver using client provided tools
• Minimize degradation of performance by working with vendor to improve performance with their driver stack
• Monthly monitoring of hardware failure rates for all devices in the environment
• Define KPI’s needed for Health and validation team to measure
• Periodic engagements with HP, Dell, Lenovo, or Microsoft to troubleshoot issues occurring in the environment
• Smoke Testing Potential Driver Candidates for release and analyzing the potential impacts to performance
• Follow the defined process for driver and firmware releases.
• Analyzing driver advisories for impacts to the PC fleet
• Troubleshoot and close the tickets raised by the end users within the SLA period.

Mandatory Skills:

• Strong PC troubleshooting skills - Troubleshooting on Desktops\Laptops in case of issues with various components and drivers.
• Example: Wireless, LAN, Serial I/O, Graphics, Audio, Fingerprint reader, Mouse, Keyboard, Blue Tooth, Camera, RST (Storage), Intel Chipset, Management Engines drivers, BIOS and etc.
• Knowledge of Thunderbolt docking Stations and addressing new issues.
• Strong understanding of Windows Internals – Win-10.
• General PC Architecture, OS Architecture, Firmware and Driver Architecture/ Framework.
• Analyze BSODs.
• Read and Analyze Event Viewer logs.
• Ability to use available Microsoft and 3rd party tools to analyze PC failures and performance issues.
• Troubleshoot and analyze complex issues and determine root cause.
• Domain knowledge: WLAN Network Protocols, Audio, Graphics Standards and Firmware/CSME/TPM.
• Drive Health KPIs and validation metric definitions.
• Identify, Assess, and drive implementation of changes to the drivers and Firmware deployed in the environment.
• Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.
• Raising Package creation request and management for easy patch updates.
• Knowledge of Windows Performance tools.
• Strong verbal and written communication skills, with ability to create clear and concise documentation.
• Platform hardware maintenance.

Desired Skills:

• Expert in Sysinternals suite.
• Experience with IBM, Power BI and/or SCCM/MECM reporting tool.
• Very good in using tools Wind DBG and Performance Analyzer.
• Understanding of Windows Panther Logs.
• Windows Telemetry.
• Aware of Agile\KANBAN methodology.

Minimum years of experience*: 8+