Specialist

Job Description (Posting).

General Description

Responsibilities :-

Adhering to SLAs

ITIL Processes awareness and adhering to

Reporting to the 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 processes are adhered to

Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

Improves and maintains customer and employee satisfaction

Performing asset inventory activities as needed

Create documentation for process and procedures

Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Technical Requirements

Required Skills / Qualifications:

Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills

Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices

Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers

Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)

Strong desktop support knowledge including hardware, software, and networking concepts

Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

Good knowledge of MAC OS, IPAD and Android devices

Knowledge in windows Image build process and SCCM deployments.

Basic understanding of Audio/Video equipment and conference room setup

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

tool.Escalations

Troubleshoot and assist end users with mobile device setup, activations and performance issues.

Handheld Blackberry, Android & IOS support knowledge

Strong Customer service skills

Strong written and verbal communication skills

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL s value and its methodology (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases