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Form of workJob Description
Job Description:
- Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
- Safely move equipment point to point using wheeled carts and vehicles.
- Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
- Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
- Ability to use remote desktop connectivity applications Working knowledge of imaging utilities such as Ghost, SCCM, etc Delivery and setup of PC equipment to end-users.
- Use a trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
- Ability to provision wireless devices.(E.g. Blackberry, Android, and iPhone) Demonstrated proficiency in Microsoft OS and Microsoft application.
- Demonstrated proficiency for installation of desktop software.
- Working knowledge of Microsoft Active Directory and GPO Strong customer service skills.
- Strong troubleshooting skills.
- Significant, demonstrated experience with Microsoft Windows operating systems Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98o Servers: 2012, 2008 r2, 2008, 2003, 2000 Functionally capable with Apple OS X Advanced troubleshooting skills with hard drive encryption software Advanced level skills in the Microsoft Office Suite:o Word, Excel, PowerPoint, Outlook configuration issues with Exchange Strong client-side remote access troubleshooting skills Demonstrate strong skills supporting printers in an enterprise environment Advanced knowledge of client-side management tools Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
- Demonstrate proficiency in using applications in the Micron environment MTGroups, BMC Remedy, Projects, Processes, etc.
- Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools.
- Strong software installation and support skills.
- Disciplined, systematic problem solving skills required.
- To provide support for on call escalations and doing root cause analysis of given issue.
- To independently resolve tickets within agreed SLA of ticket volume and time.
- To adhere to quality standards, regulatory requirements and company policies.
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
