DSS

Responsibilities :-

• · Adhering to SLAs

• · ITIL Processes awareness and adhering to

• · Reporting to the Track Lead / Team Lead

• · 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.

• Required Skills / Qualifications:

• · Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

• · Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills • Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers

• · Strong experience in troubleshooting MS office , O365 (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

• · User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.

• · 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

• · Excellent communication and conversation skills (Verbal and Written)

• · Good documentation skills

• · Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint

• · Should have a great customer handling skills

• · Able to handle unforeseen situations

• · High level of acceptance

• · Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc

• Additional Responsibility

• · Might need to travel to other sites based on demand and requirements.

• · On-call requirement for P1/Urgent issues outside regular support hours (local business hours).

• · Handle operations and customer requirements as per process and agreed SOW.

• · Possible rotational shifts.

• Job type: Contract Division: eTeam Workforce Limited Reference: 22-05199