DSS

Responsibilities :-

• Experience in manage a team of Deskside support Engineers and Adhering to SLAs

• Experience in Managing Deskside Support Team

• Good Customer Handling Skills and act as Single Point of Contact

• ITIL Processes awareness and adhering to

• Reporting to the Service Success Manager / Delivery Manager

• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

• Troubleshooting technical issues

• Ensuring that the processes are adhered to

• 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

• Create documentation for process and procedures

• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

• Technical Requirements

• Required Skills / Qualifications:

• • Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer

• • Strong Microsoft Operating System installation(Win XP/Win 7Win 8.1/MAC) and troubleshooting skills

• • Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter

• Equipments/Devices

• • 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

• • Good knowledge of MAC OS, IPAD and Android devices

• • Knowledge in windows Image build process and SCCM deployments.

• • Basic understanding of Audio/Video equipment and conference room setup

• • 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

• Can drive Client’s value and its methodology

• Other Skills / Experience

• Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills

• Must Have experience in Providing smart

• hands support for Network and Datacenter

• Equipment

• Years of Experience

• • Min 5+ years experience in a similar position Work in similar technical profile.

• Certification Preferable

• A+ Certified

• Job type: Contract Division: eTeam Workforce Limited Reference: 22-05088