Address
Form of work Responsibilities :-
Required Skills / Qualifications:
- Adhering to SLAs
- ITIL Processes awareness and adhering to ITIL process workflow.
- Reporting to the HCL Track Lead / Team Lead.
- Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
- Ensuring that the IT processes are adhered to
- Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
- Tracking work tickets on ITIL based ticketing system like Service Now.
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed
- Create documentation for processes and procedures of day to day work. Creating KB articles.
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc
- Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Required Skills / Qualifications:
- Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer
- Strong Microsoft Operating System installation(Win10 / MAC OS X) and troubleshooting skills Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers
- Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)
- Strong desktop support knowledge including hardware, software, and networking concepts
- Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
- Good knowledge of MAC OS, IPAD and Android devices
- Knowledge of windows Image build process and SCCM deployments
- Good knowledge in handling RF scanners, industry level label printers ( Zebra, etc )
- Experience in handling managed print services , corporate / network printers.
- Basic understanding of Audio/Video equipment and conference room setup
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
- Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld Blackberry, Android & IOS support knowledge
- Strong Customer service skills
- Strong written and verbal communication skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Knowledge on ITIL Ticketing tools such as ServiceNow, BClient remedy etc
- Might need to travel to other sites based on demand and requirements.
- On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
- Handle operations and customer requirements as per process and agreed SOW.
- Possible rotational shifts.
