DSS

PURPOSE OF THE JOB

· Provide Day to day operations support as Level 2 to end users.

· Deployment of Laptops (Windows 7, 10 OS) to the end users.

· Provide Pre and Post Migration support for Laptop deployment

· Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users.

· Provide onsite hands and feet support for Server and Network related issues.

· Coordinate and manage relationships with vendors and support groups to have the resolution for any issues that come across during the migration.

KNOWLEDGE, SKILLS & EXPERIENCE

· 5+ years of experience on Field Services and having supported Widows/End user device migrations involving hardware, software, and networks.

· Disciplined, systematic problem-solving skills required.

· Hands-on work experience with the following:

o Windows Operating system (Windows 7, 10)

o SCCM (Imaging)

Data Migration:

· Migrate data from existing device to new device

· Migrate data from Server and One Drive to the local machine.

VPN:

· Able to configure VPN at the client PC.

· Able to troubleshoot VPN related issues

Outlook 2016 (O365):

· Able to configure Outlook on new machines

· Able to troubleshoot all client issues including calendar.

Skype for Business:

· Able to configure, train (end users) and troubleshoot issues.

Applications:

· Able to fix application related issues which resulted due to issues on local machines (eg: Browser, Java, Cache etc....)

· Able to install and configure application based upon SOPs provided.

MS Office Suite:

· Able to fix issues around MS-Word, MS-Excel, MS-PowerPoint.

· Internet browsers (e.g. Explorer, Chrome, Firefox)

Printers:

· Able to Configure Printers

Mobile Device Support:

· Able to configure email and other approved applications like iTunes on mobile device like iPhone, iPad, Android.

Other Common Desktop Applications:

· Able to troubleshoot and fix other common desktop applications Google Chrome, Firefox, Adobe etc.

Imaging:

· Able to install windows 10 image using USB media or Source Image Server like MDT/SCCM

· Able to Install or removes hardware/software using supplied installation instructions and tools.

· Capable of conducting tests of the hardware/ software affected using supplier test procedures and diagnostic tools. Corrects malfunctions. Documents results in accordance with agreed procedures.

· Manage the repair of desktop equipment through the effective management of third party suppliers.

SCCM:

· Able to troubleshoot client relates issue, like SCCM agents not communicating with the server, co-ordinate with SCCM team to push the necessary software to the end user systems.

· Install or removes hardware/software using supplied installation instructions and tools for the applications/software that failed to install through SCCM

SharePoint:

· Able to guide end users to access SharePoint, troubleshoot and co-ordinate with SharePoint support team to resolve end user access related issues.

One Drive:

· Have knowledge on usage of One Drive and able to assist user in uploading and downloading the data using one drive.

User Account Management:

· Ability to liaise with the Technical Services team to ensure that user accounts and accesses are added, amended and deleted in accordance with business requirements.

Floor Walk:

· Provide floor walk support for pre, post and during the migration period.

Peripheral Support:

· Able to provide second level support on conference devices and telepresence

Ticketing Tool:

· Knowledge of working on an ITSM tool - Service Now

Networking:

· Basic knowledge of LAN, WAN principles.

· Able to troubleshoot network issues

· Able to provide hands and feet support for network devices at Data centres

Certifications: (Not Required but Preferred)

· Windows 7,10 certified professional

· CompTIA A+ certification

· CompTIA Net+ certificatio

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-04163