Summary
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.
Description
Key Duties and Responsibilities
- Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments.
- To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling.
- Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
- Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc.
- Software- OS level troubleshooting in Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
- Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions
- Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time updates to the BRC team.
- Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management
- Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
- Manage BCP testing & failover by completing/coordinating checkouts on the floor.
- Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
- Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
- Raise change requests with supporting artifacts as defined in the process.
- Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
- Installation of Encryption software on all the desktop/laptops to ensure compliance.
- Achieving and Maintaining high IT VOC scores from operation teams.
- Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.
Qualifications and Experience Required
- 4.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
- Bachelor’s degree/diploma in Computer Science required.
- MCSE or similar certifications preferred.
- Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.
- Troubleshooting MS Office package 2010 and above
- Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
- Excellent Team Management, Team Motivation & Development skills
- Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
- Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is required
- Flexibility to work overtime as needed
In addition to IT responsibilities, the role includes coordination of facility-related tasks at site level. This includes supporting general building maintenance, assisting in contractor coordination for utilities and infrastructure (HVAC, electrical, water, fire suppression), overseeing repairs, ensuring health and safety standards, and maintaining compliance with environmental and physical security protocols. The candidate will also support space planning, asset movement, vendor management, and workplace readiness to ensure smooth facility operations across the site.
