PCS Lead Technician
Chandler, AZ 85226
12 months
Is there a possibility of some remote work During Pandemic ? – NO NO --- No exception. Day 1 onsite
Please ensure and submit profiles who are local and ready to work from office from Day 1 and who are ready to relocate.
please mention on top of resume if candidate is ready to work from office from Day 1 if not profile will be rejected .
Minimum years of experience required? 3+ years
Qualifications:
1. Bachelor's degree in computer science or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
2. At least 2+ years of experience with “Information Technology Support” / “End User Computing Support” / “PC Technician”
Job Description
The candidate will be part of Personal Client Onsite Support Service and holding Site Lead role.
• The ability to manage Team, Work allocations, Tracking and Customer Satisfaction.
• Work with multiple stakeholders such as site supervisors, Infosys Managers, Customer Partners to maintain the PCS environment supported by Intel IT • Adhere the site for agreed SLA and KPI • Experience in windows 10 – OS Imaging, Troubleshooting • Experience in Platform drivers such as WLAN, Graphics, Firmware, BIOS and drivers etc.
• Expert in troubleshooting the driver/firmware/hardware issues. Perform root cause analysis based on event logs and crash dumps.
• Provide updated driver release from OEM (HP\Lenovo\Dell) or Intel site if available to resolve the issue • Experience in PC Hardware troubleshooting/fixes such as RAM, SSD, Keyboard and etc
Key Roles & Responsibilities:
• Monitoring day-to-day tickets and work allocations • Diagnosing, debugging and troubleshooting tech problems • Need a strong set of hard tech skills • Useful to have hands-on experience with specific kinds of hardware, software, applications, and systems • Provide the 8x5 support for PCs at the site/campuses • Troubleshoot client computing issues related to PCs and their peripherals such as mouse, keyboards, KVM switches, scanners • Knowledge of basic PC hardware, KVM, printer, scanner, networking, IP is essential Configure, deploy, set up, and repair Operating Systems, Client Networking, PCs and mouse, keyboards, KVM switches, scanners, laser/label printers and other PC peripherals.
• Hardware movement between buildings/locations for deployment, repair, and dismantling • Audit hardware status as needed • Knowledge of DNS, Active Directory is a strong plus • Knowledge of Windows 10 and Basic troubleshooting is a Strong plus • Knowledge of Hardware installation such as RAM, SSD, Keyboard for Laptop • Use IT ticketing system to log and track the work • Coordination with end user to resolve the issue • Monthly monitoring of hardware failure rates for all devices in the environment • Troubleshoot and close the tickets raised by the end users within the SLA period • Able to lift 50 lbs
Mandatory Skills
• Strong PC troubleshooting skills - Troubleshooting on Desktops\Laptops in case of issues with various components and drivers.
• Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.
• Knowledge of Service Now
• Strong verbal and written communication skills, with ability to create clear and concise documentation • Strong Team member.
Soft Skills
• Attention to detail, Customer orientation and Influencing.
• Strong communications / Networking.
• Willingness to continually learn new products and technologies.