Sr Analyst

Job Summary

SBS L2

Key Responsibilities

Responsibilities:

• • Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow.
• Reporting to the HCL 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 IT processes are adhered to • Building and configuring shopfloor PCs as well as loading of critical software • Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Coordinates with IT vendors and ensures the site is up and running.
• Be proactive in reporting IT related issues, engage and escalate to right teams and stakeholders.
• Vendor coordination to resolve IT issues for all IT and OT technologies.
• Communicate and update to all stakeholders on critical items and issues related to IT.
• Be responsible for IT activities at site.
• Be responsible to execute IT related projects and deliverables at site.
• Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction • Performing asset inventory activities as needed.
• Create documentation for processes and procedures of day-to-day work. Creating KB articles.
• Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

Skill Requirements

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer • Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices • Strong desktop support knowledge including hardware, software, and networking concepts • Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds.
• Good knowledge of iOS, Android OS, rugged devices (tablets and i Pads).
• Knowledge of windows Image build process and SCCM deployments • Good knowledge on SCCM, Intune, AD and JAMF • Good knowledge in handling RF scanners, industry level label printers (Zebra, etc) • Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc • Experience in handling managed print services , corporate / network printers.
• Good understanding of Audio/Video equipment and conference room setup.
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge.
• Strong Customer service skills • Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance • Knowledge on ITIL Ticketing tools such as Service Now, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.

Other Requirements

• 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.