Description
PURPOSE OF THE JOB
-
Provide Day to day operations support as Level 2 to end users.
-
Deployment of Laptops (Windows 7, 10 OS) to the end users.
-
Provide Pre and Post Migration support for Laptop deployment
-
Provide specialized hardware/software/network problem diagnosis/resolution for customer's end users.
-
Provide onsite hands and feet support for Server and Network related issues.
-
Coordinate and manage relationships with vendors and support groups to have the resolution for any issues that come across during the migration.
Pre-Requisite for Position
Background and Drug Test - Yes
Valid Driver's License - Yes
Own Transport - Yes
KNOWLEDGE, SKILLS & EXPERIENCE
-
5+ years of experience on Field Services and having supported Widows/End user device migrations involving hardware, software, and networks.
-
Disciplined, systematic problem-solving skills required.
-
Hands-on work experience with the following:
-
Windows Operating system (Windows 7, 10)
-
SCCM (Imaging)
Data Migration:
-
Migrate data from existing device to new device
-
Migrate data from Server and One Drive to the local machine.
VPN:
-
Able to configure VPN at the client PC.
-
Able to troubleshoot VPN related issues
Outlook 2016 (O365):
-
Able to configure Outlook on new machines
-
Able to troubleshoot all client issues including calendar.
Skype for Business:
-
Able to configure, train (end users) and troubleshoot issues.
Applications:
-
Able to fix application related issues which resulted due to issues on local machines (eg: Browser, Java, Cache etc. )
-
Able to install and configure application based upon SOPs provided.
MS Office Suite:
-
Able to fix issues aroundMS-Word, MS-Excel, MS-PowerPoint.
-
Internet browsers (eg Explorer, Chrome, Firefox)
Printers:
-
Able to Configure Printers
Mobile Device Support:
-
Able to configure email and other approved applications like iTunes on mobile device like iPhone, iPad, Android.
Other Common Desktop Applications:
-
Able to troubleshoot and fix other common desktop applications Google Chrome, Firefox, Adobe etc.
Imaging:
-
Able to install windows 10 image using USB media or Source Image Server like MDT/SCCM
-
Able to Install or removes hardware/software using supplied installation instructions and tools.
-
Capable of conducting tests of the hardware/software affected using supplier test procedures and diagnostic tools. Corrects malfunctions. Documents results in accordance with agreed procedures.
-
Manage the repair of desktop equipment through the effective management of third party suppliers.
SCCM:
-
Able to troubleshoot client relates issue, like SCCM agents not communicating with the server, co-ordinate with SCCM team to push the necessary software to the end user systems.
-
Install or removes hardware/software using supplied installation instructions and tools for the applications/software that failed to install through SCCM
SharePoint:
-
Able to guide end users to access SharePoint, troubleshoot and co-ordinate with SharePoint support team to resolve end user access related issues.
One Drive:
-
Have knowledge on usage of One Drive and able to assist user in uploading and downloading the data using one drive.
User Account Management:
-
Ability to liaise with the Technical Services team to ensure that user accounts and accesses are added, amended and deleted in accordance with business requirements.
Floor Walk:
-
Provide floor walk support for pre, post and during the migration period.
Peripheral Support:
-
Able to provide second level support on conference devices and telepresence
Ticketing Tool:
-
Knowledge of working on an ITSM tool - Service Now
Networking:
-
Basic knowledge of LAN, WAN principles.
-
Able to troubleshoot network issues
-
Able to provide hands and feet support for network devices at Data centres
Certifications: (Not Required but Preferred)
- Windows 7,10 certified professional
-
CompTIA A+ certification
-
CompTIA Net+ certification