Description
Job Description for the Position:
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users
- Route problems to internal 2nd and 3rd level IT support staff
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Troubleshoot client software and basic network connectivity problems
- May train users and operators on a limited basis and/or may write training procedures
- Create all required documentation including standards, configurations and diagrams
- System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
n Create NT and/or E-mail account for the users and administer them
n Grant permissions on various network resources available to users
n Creation and administration of Global groups
n Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms
n Creation of New Directories as per the customer guidelines and grant permissions on them
n Creation, modification and deletion of user accounts
- Perform development and maintenance of knowledge Base for the User Account Maintenance Processes
- Coordinate desktop changes to avoid deployment collisions
- Prepare requests for rollout
- Prioritize change requests
- Create rollout plans for Service/changes requests
Technical Requirements
- Technical helpdesk or technical call center experience is necessary.
- Hands-on work experience with the following
n Windows Operating systems
n Clients: Windows7, Windows Vista, Windows XP, Windows 2000
n Servers: Windows 2000, Windows 2003, Windows 2008
n Knowledge of Active Directory
n MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
n Internet browsers (eg Explorer, Chrome, Firefox)
n VPN and remote dial-in users
n Support for laptop, desktops, PDA and blackberry support
- Understand of ITIL processes
- Have some level of technical understanding of the products building up a desktop service.
- Meeting rooms AV equipment assistance
Avaya phone system support