Description
Job DescriptionROLE AND RESPONSIBILITIES
Perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops and laptops. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.
• Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software
• Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business
• Demonstrate outstanding understanding and communication when working with clients, in English and local regional language
• Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
PREFERRED SKILLS AND COMMON TASKS ON THE JOB
• Experience-based Windows 7/10 support
o BitLocker encryption
o Configuration/imaging
o Crash/BSOD resolution
o Installation environment
o Extensive Windows OS troubleshooting
• Hardware support and troubleshooting
o Troubleshooting hardware issues
o Replacing desktop/laptop hardware
o Installation of peripheral devices
• Microsoft Office proficiency
o Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)
o Visio, Project (support)
o Able to create documentation and contribute to KB articles
o O365 support
• Basic network troubleshooting
o Experience working with basic network hardware (switches)
o Troubleshooting connectivity issues
o Thorough understanding of wireless/wired networks
o Basic Hands & feet services to Data Center environment
• Customer service skills
o Comfortable working with people in a professional setting
o Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion
• ITIL Framework and methodology
o Experience on working on Ticketing system like SNOW, Remedy. HPSM etc
• Asset & CI management
o Asset & CI Management
o Procurement of Assets in coordination with OEM vendors
o Tracking of Hardware and software Assets
• MDM
o Understanding on Android and Apple OS
o Basic troubleshooting skills on mobile devices
Regards,
Kaustubh