Overview
Skills
Job Details
Job Description:
General Description |
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Responsibilities:- |
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Experience in manage a team of Deskside support Engineers and Adhering to SLAs | |||
Experience in Managing Deskside Support Team |
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Good Customer Handling Skills and act as Single Point of Contact |
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ITIL Processes awareness and adhering to | |||
Reporting to the Service Success Manager / Delivery Manager | |||
Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems | |||
Troubleshooting technical issues | |||
Ensuring that the 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 & Remedy | |||
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 process and procedures | |||
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives | |||
Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis. |
Technical Requirements |
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Required Skills / Qualifications: |
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Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer |
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Strong Microsoft Operating System installation (Win11/MAC) and troubleshooting skills |
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Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter Equipment s/Devices |
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Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.) |
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Strong desktop support knowledge including hardware, software, and networking concepts |
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Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds |
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Good knowledge of MAC OS, IPAD and Android devices |
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Knowledge in windows Image build process and SCCM deployments. |
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Basic understanding of Audio/Video equipment and conference room setup |
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Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. Escalations |
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Troubleshoot and assist end users with mobile device setup, activations and performance issues. |
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Handheld Blackberry, Android & IOS support knowledge |
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Strong Customer service skills |
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Strong written and verbal communication skills |
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Soft Skills |
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- Excellent communication and conversation skills (Verbal and Written) |
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- Good documentation skills |
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- Good working knowledge of MS OFFICE (Including MS Project and Visio) |
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- Should have a great customer handling skill |
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- Able to handle unforeseen situations |
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- High level of acceptance |
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- Can drive HCL s value and its methodology |
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Other Skills / Experience |
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Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills | |||
Must Have experience in Providing smart hands support for Network and Datacenter Equipment |
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Years of Experience |
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Min 5+ years experience in a similar position Work in similar technical profile. | |||
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Certification Preferable |
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A+ Certified |
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