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End User Support Experience

o Five to six (5-6) years’ of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

o Excellent Customer management skill,

o Good in oral and written communication

o Self- Driven and result oriented.

o Really passionate about the work

o Takes proactive ownership and works with sense of urgency

 Hardware Troubleshooting and Repair

o Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems,

o L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories

o Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites

o Ability to lift / move computer equipment weighing up to 50Lbs.

o Conference room A/V equipment assistance & troubleshooting

o L2 level VOIP phone configuration & troubleshooting

o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability

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Operating System & Software

o Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/Linux OS)

o Experience with Anti-spyware and Anti-virus software.

o Deep dive analysis of OS and application issues including antivirus or others

o Good knowledge on installation and troubleshooting of standard software’s / application like Adobe, browsers

o Good knowledge on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, One Drive)

o Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles

o Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),

o Understanding on Data backups,

o Understanding and troubleshooting for VDI, SCCM / Lan Desk / Altris,

o Good knowledge in configuration & troubleshooting of Apple machines /mobile devices

 Tools & Process

o Knowledge and experience on Service requests, incident, problem management and change process,

o Experienced in repeat call analysis with preventive & corrective actions

o Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.

o Knowledge and experience of ticketing tools (Service Now / Remedy etc.),

o Mentoring & training L1 resources

o Reviewing and maintaining KB articles

o Contribution towards automation & service improvements

o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework

o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality