Desired Competencies (Technical/Behavioral Competency)
Must-Have
(Ideally it should not be more than 3-5)
* Provide break/fix support for desktops, laptops, and peripherals
* Re-image devices and reinstall/configure applications as needed
* Troubleshoot Windows OS, hardware, and enterprise applications
* Coordinate with third-party vendors for escalations and hardware replacements
* Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)
Good-to-Have
#
Responsibility of / Expectations from the Role
1.
• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
• Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
• PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user’s existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
• Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
• Provide onsite and remote technical assistance to End Users.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP’s)
• Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Good understanding of O365 and related support activities
• Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall
• Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
• Experience of working within SLA's and ITIL processes
• Effective written and verbal communication skills
• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.