Desired Experience Range 5+ Years
Desired Competencies (Technical/Behavioral Competency)
• Understanding of IT infrastructure
• Ability to understand basic network infrastructure
• Good understanding of Microsoft Windows OS family
• Ability to troubleshoot desktop, laptops, printers, WiFi and Audio / Video and conferencing devices
• End User Computing device lifecycle management
• Knowledge of image deployment on desktop and laptops using various tools like SCCM, MDT, Ghost, etc.
• Experience of working on application deployment tools such as SCCM and Intune
• Good understanding of desktop and laptop configuration (L2 and above)
• Basic understanding of network devices like cisco switch, routers and Wireless Access Points.
• Understanding of VPN setup
• Experience of working with different vendors
• Knowledge of MS Office and other standard software
• Excellent Communication skills
Responsibility of / Expectations from the Role:
• Support Technical Walk Up Desk and help end users with their issues with PC, Laptop and Mobile equipment
• Monitoring the queues in ITSM tool (ServiceNow, etc) for any open, unassigned and pending tickets / requests and ensuring that all the work is complete within defined SLA’s. Provide standard break-fix support for End user hardware (Desktops, Laptops, Workstations, Mobile workstations,
Telephony devices, etc) and coordinating with OEM where the issues cannot be fixed locally without voiding the warranty.
• Troubleshooting and resolving software issues for applications used in client environment which includes install, reinstall or delete.
• Assisting the end users for any support related to Audio / Video / Conferencing devices during the meetings / conferences and proactively monitoring these devices and providing health reports.
• Coordinating with third party vendors (DELL, HP, Xerox, Microsoft, Polycom, etc) for break fix and configuration issues.
• Coordinating and performing office moves for individuals or departments when requested by the client.
