Tata Consulting Services (Usa) Plano , TX 75023
Posted 6 days ago
⦁ Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
⦁ Physically fit to walk through large areas.
⦁ Ability to work after hours and weekends if necessary or required by the customer.
⦁ Knowledge using ServiceNow as the ticketing tool.
⦁ Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
⦁ Analyze, resolve, respond to, and document end user inquiries.
⦁ Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.
⦁ Troubleshoot operating system issue. connection issues with LAN/WAN.
⦁ Update tickets with accurate and timely records of work performed, and resolution detail
⦁ Maintain and contribute to a knowledge base.
⦁ Coordinate hardware warranty repair.
⦁ Perform inventory management activities as required in coordination with asset management and other Corporate groups.
⦁ Escalate to 3rd party vendors when necessary
⦁ Responsible for raising and coordinating problem management issues
⦁ Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
⦁ Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
⦁ In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
⦁ Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.
⦁ Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
⦁ Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
⦁ Primary responsibility to manage End User related incidents and requests.
⦁ Go to person for all plant IT related requests (Password resets, access etc. specific to plants).
⦁ Handles all User related IT requests (IMAC, Break fix, Refresh etc.).
⦁ Responsible for managing IT Assets, Inventory and Stock Room management.
⦁ Responsible for Asset tagging, Inventory update in CMDB.
⦁ Handheld scanners/High-jump scanners config and support.
⦁ Responsible for Preventive maintenance checks on all handhelds (scanners etc).
⦁ Radio configuration & support.
⦁ Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)
⦁ Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)
⦁ Thin client configuration and support, Apps on iPads.
⦁ Responsible for Printer Coordination Services and single point of contact to handle.
⦁ L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
⦁ Provide Touch Support / Smart hands Support to verify functionality or testing
⦁ Monitors PRTG tool for plant network devices.
⦁ Coordinate with the Critical facilities team for Power related work.
⦁ Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W etc.).
⦁ Vendor escort or co ordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs).
⦁ Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.
⦁ Elevated skill set up to L2.5 to provide backup support for L3 resources as needed
Tata Consulting Services (Usa)