EUC support

Responsibilities

• • Maintenance and Level-2 support for EUC tools like Nexthink Workblaze, Aptean Optibot, and Hitachi Password Reset etc.

• • Work on daily operational tasks

• • Documentation of the products, SOPs etc. and maintain the updates

• • Weekly and monthly reporting from the tools

• • Review meetings with the stakeholders

• • Maintain technical skill continuity and consistency of other stakeholders

• • Ensure continuous improvement of services provided

• • Work with various teams for smooth transition of deliverables

• • Includes preparation of other stakeholders to support new technology

• • Develop and maintain Training Plan

• • Proactively work with other groups on normal process support issues

• • Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process

• • Work closely with stakeholders to implement technical action items

• • Ensure implementation of BOP (Best Operating Practices)

• • Establish communication link with other zones relative to technical and support environment

• • Manage small Service desk related projects.

• Key Skills

• • Good understanding of monitoring fundamentals

• • Disciplined, systematic problem solving skills required

• • ITSM ticketing tools such as Remedy, Service-Now

• • Hands on MS Office Suite usage

• • Has knowledge of Windows Administration like basic Windows troubleshooting, understands and troubleshoots CPU, IO and utilization.

• • Has knowledge of Web Servers, IIS, knows how to reset IIS, stop a web site, reads IIS log files for errors, etc.

• • Overall understanding of Windows EUC Support (SCCM, enterprise applications, hardware etc.)

• • Service management skills

• Additional Advantages

• • Has knowledge of basic level of scripting knowledge like VBScript

• • Has knowledge of basic level of web technologies like HTML and JavaScript.

• • Has knowledge of Hitachi products, installation folder, services, and components.

• • Hands-on experience on tools like Solarwinds, Nexthink, Aptean Optibot, Bomgar etc.

• • Has knowledge of Hitachi products, installation folder, services, and components.

• • Has knowledge of Administration activities of Hitachi SSPR.

• • Has knowledge of raising tickets with Hitachi for any Level 3 support.

• Soft Skills

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

• • Good documentation skills

• • Should have a great customer handling skills

• • Can drive value and its methodology

• Other Skills / Experience

• • Ability to learn new technologies quickly.

• • Ability to configure and administer monitoring tools.

• • Ability to maintain system documentation.

• • Team Player.

• • Good interpersonal and communication skills.

• • Schedule flexibility.

• • Customer service focus essential.

• • Interest in evolving technologies.

• Years of Experience

• • Total: 4 - 6 years’ experience in Information Management, or Customer Service delivery field

• • Relevant: 2-3 years’ of experience in managing monitoring tools

• Desired Certification requirements

• • ITIL foundation

• Education requirements

• • Bachelors / Masters / Equivalent

• Job type: Contract Division: eTeam Workforce Limited Reference: 22-02469