Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

As a member of the Bangalore DFS team at Qualcomm, he/she will be responsible to encompass a wide range of tasks to ensure efficient IT operations.

Key Responsibilities

1. Tier 1 and Tier 2 Operational Support:

• Primary focus will be handling day-to-day operational tickets.
• Provide support for desktops, laptops, printers, mobile devices, and telephony requests.
• This includes troubleshooting hardware and software issues across Windows and Linux systems. 2. VOICE/DATA Support:
• You’ll manage and handle Digital/VOIP phones. 3.

IT Ticket Queue Management:

• As an analyst, you’ll be responsible for managing your queue.
• Documenting work and communication through the Service Now ticketing system is crucial.
• Timely contact with the customer (within 24 hours of receiving a case) and follow-up are essential.
• Service Now work orders should contain detailed information about the case and its resolution.
• Email communication via the ticketing system is required.
• Cases should be completed within the set Service Level Agreements. 4. Smartphone Support:
• Handle both Android and iOS smartphones, addressing configurations and troubleshooting. 5. ONCALL Support:
• Analysts will be assigned to after-hours ONCALL support as needed.
• Your responsibilities extend to providing 24/7 DFS support when required. 6. WALKUP CENTER/IT SUPPORT CENTER:
• This central location allows customers to walk in with their IT issues.
• You’ll attend to their needs promptly. 7.

Team Player Attitude:

• Collaboration and willingness to support other IT team members are essential. 8.

Standardization and Critical Issue Support:

• Contribute to standardizing service delivery by creating a knowledge base and standard operating procedures.
• Partnering with cross-functional service teams, you’ll provide support for critical issues.
• Debugging and providing solutions to software and lab customers’ needs are part of your role.

Skill Requirements

1. 3-5 Years of Hands-On Experience:

• You should have practical experience in the activities mentioned.
• This includes IT operations and support tasks. 2.

Windows Administration Skills:

• Proficiency in managing Windows systems is essential. 3. Unix/Linux System Administration:
• You’ll work with various Unix/Linux distributions, including Red Hat, Ubuntu. 4. Networking Concepts:
• A good understanding of LAN/WAN/VLAN concepts is necessary. 5.

VMWARE & Virtualization:

• Knowledge of VMWARE and virtualization principles is beneficial. 6.

Smartphone Configurations & Troubleshooting:

• You’ll handle smartphone configurations and troubleshoot issues. 7.

Multitasking and Organization Skills:

• Effective multitasking and organizational abilities are important. 8.

Strong Communication Skills:

• Clear and effective communication is a key attribute.

Other Requirements

Standardization and Critical Issue Support:

• Contribute to standardizing service delivery by creating a knowledge base and standard operating procedures.
• Partnering with cross-functional service teams, you’ll provide support for critical issues.
• Debugging and providing solutions to software and lab customers’ needs are part of your role.