Job Title:
Technical II, IT Operations
Job Description
The Deskside Support Engineer III provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. This position also regularly exercises discretion and judgment to determine priorities, appropriate action plans and is accountable from end to end to ensure the on premises network is up and running correctly.
Key Duties and Responsibilities
- Active participation in Incident Management. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
- Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
- Supporting new Transitions on Image & Desktops Readiness.
- Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines.
- All security controls are implemented starting from Active Directory group policy deployment on all production desktops.
- BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
- Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
- L2 support for all network, server & voice infrastructure for CNX and client owned equipments as applicable.
- SSAE activity.
- PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
- Tickets review of all pending tickets.
- Site Hardening testing.
- Validating these controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.
- Validation & updation of images & documents on Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
- Measure & support b/w consumption of accounts and monthly reporting.
- Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.
- Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
- Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.
- Achieving and Maintaining high IT VOC scores. Action planning for identified areas.
.Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment
Qualifications and Experience Required
- 6.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
- Bachelor's Degree/Post Graduate (In IT/Computer Applications/Electronics)
- ITIL V3, MCSE, CCNA or similar certifications required
- Knowledge of Windows, Network, Voice
- Knowledge of ITIL V3 Framework
- Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
- Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
- Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
- Flexibility to stretch & deliver within timelines.
Location:
IND Chennai - Fortune Towers
Language Requirements:
Time Type:
Full time2025-06-10
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