End User Support Experience
o Three to four (3-4) years experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
o Good Customer management skill,
o Good in oral and written communication
o Able to interact and work with customer at different levels.
o Self- Driven and result oriented.
o Really passionate about the work
o Ability to work with deadlines and complete tasks on time.
Hardware Troubleshooting and Repair
o Hands on experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
o Basic knowledge of enterprise LAN, WAN, Server setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
o Ability to lift / move computer equipment weighing up to 50Lbs.
o Conference room A/V equipment assistance & troubleshooting
o Basic VOIP phone configuration & troubleshooting
o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under Smart Hands capability
Operating System & Software
o Skilled in desk side support for Installing & troubleshooting Operating Systems (Win 7/ Win 10 / MAC / Linux)
o Experience with Anti-spyware and Anti-virus software.
o Basic installation and troubleshooting of standard software s / application like Adobe, browsers
o Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)
o Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
o Basic understanding , mail configuration and troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),
o Basic understanding on Data backups,
o Basic understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,
o Basic configuration & troubleshooting of Apple machines /mobile devices
o Contribution towards creating KB article
o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines
Tools & Process
o Knowledge and experience on Service requests and incident management process,
o Preferably with an Associate s Degree in Electronics and CompTIA A+ Certification.
o Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
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