Support Executive

Technical/Functional Skills :

Experience in providing Deskside Support

Knowledge of Windows Desktop OS

Data Center, Network Operation Support

Smart-hand support for Server, Network and End user computing

Basic Knowledge of reporting/ITSM Tool

Experience in supporting VIP users

Excellent Communication

Roles & Responsibilities:

Desk-side engineer for technical support for customers and their networked computers and peripherals

Duties include (but not limited to)

Accurately testing, identifying, repairing, resolving, and documenting end user

technical issues regarding basic network/desktop/laptop support, Printers, PDAs,

iPhone/iPad & other Smart Devices

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

drives

IMACD function including installation and decommission

Backing up and restoring user data, settings and associated systems

administration activities

Assist ServiceDesk/Remote Desktop Support teams for hands and feet

coordination efforts

Assist on Incident and Problem management activities

Taking ownership of issues through to resolution on all appropriate requests

Categorize and prioritize end user support requests (Incidents) and service

requests by utilizing ticketing system to track tickets and provide up-to-date status

and information

Move equipment associated with escalated help desk incidents and service

requests

Performing asset inventory activities as needed

Recommends and/or performs upgrades on systems to ensure longevity

Works with procurement staff to purchase hardware and software

Maintain spare parts/ inventory list on a monthly basis and coordinate for any

disposal requisites

Provide trade show planning and support, setup, test, training, logistics and

maintenance of all required Workstation and peripheral equipment at the site.

Incremental labor and incidental travel expenses shall be funded by Customer (e.g.

meals, travel, and lodging) in accordance with the Agreement

Be available for Oncall support during afterhours as and when necessary

Adhere to ticket response and resolution SLA's as agreed upon with the

customer

Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic

understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Exposure to PALO Alto devices to support.