Job Description :
Break/fix technician for a wide variety of user technologies in the related practices of MAC and Windows Desktop support. Subject Matter Expert on macOS ( Catalina & Mojave) iOS and Apple Technologies Advanced knowledge of Desktop Operating Systems like Windows 10. Driving & Monitoring Queue for ticket closure. Incident Management and Request fulfilment through Onboarding MMO/MMI Portal. Technical support in Application software for Desktops/Laptops on both Windows and MAC OS. Basic knowledge of LAN/WAN networking and TCP/IP ports HTTP, HTTPS and file sharing. Able to troubleshoot outlook 2016 related issues and have some knowledge on Exchange environment on Office 365 for both Windows and MAC Assets. Able to work on Windows Encryption (bit locker) or other third party tool, specially providing the bit locker codes to user and troubleshooting such issues. Define and document best practices and support procedures Client interfacing and Vendor management skill along with experience of handling VIP support. OS Build/Imaging (related to End user devices) Patch management (Client environment SCCM); Work on End point compliance (Control parameters Desktop Patch management/AD /Anti-Virus Cisco AMP / MBAM - Bit locker / SCCM and ET) Physical cables patching knowledge Phone Voice and LAN Data. Datacenters environment knowledge/skills. Knowledge on Mobile Device management and support. Inventory and asset management skills Customer service orientation and ability to work in a team Excellent Soft skill, Communications skills (Voice & Email) to handle global customers Ability to perform in adverse situations Knowledge of ITIL best practices and use of issue/problem tracking system. Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution. Good Knowledge on Converged infra and software defined datacenters. Work on issues related to Hardware /Operating system for both Software Installation based on ITAM requests raised by end user VNET / Tandberg Video Conference support Hands and Feet Support for Technology Towers DCS; GNS & EMCS (Rack and Stack Servers and Network Equipment's) Vendor management for warranty and repair related issues, Handling day-to-day operational calls with respect to Laptops /Phones /Blackberry related issues.