Job Description :
Responsibilities:
Adhering to SLAs
ITIL Processes awareness and adhering to
Should able to work indenpendtly
Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
Troubleshooting technical issues
Data Center Cabling and perform all Cabling in accordance with industry standard best practices
Basic understanding of datacenter management, Network, Telecom and VOIP , Rack and Blade servers, Storage, Backup, Tape library
Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
Improves and maintains customer and employee satisfaction
Performing asset inventory activities as needed
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
Technical Requirements:
Required Skills / Qualifications:
Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer
Experience in Providing Hands & feet Support for Network and Datacenter
Equipments/Devices
Strong Microsoft Operating System installation(Win XP/Win 7) and troubleshooting skills
Strong experience in troubleshooting MS office (Outlook, Word, Excel, Powerpoint etc)
Strong desktop support knowledge including hardware, software, and networking concepts
Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
Basic understanding of Audio/Video equipment and conference room setup
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations
Troubleshoot and assist end users with mobile device setup, activations and performance issues.
Handheld – Blackberry, Android & IOS support knowledge
Strong Customer service skills
Strong written and verbal communication skills
Soft Skills:
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Other Skills / Experience:
Must have professional experience using various Windows desktop operating systems.
Strong desktop support experience required.
Excellent trouble-shooting skills and basic knowledge of data center and network cabling
Years of Experience:
Min 5+ years experience in a similar position Work in similar technical profile.