Support Executive

Skill: Tech Central Support, Desktop Support

• L2/L3 desktop support.

• Excellent analytical & troubleshooting skills.

• Good knowledge in desktop operating systems and troubleshooting issues.

• Experience working on any Helpdesk tool is an added advantage.

• Strong communication skills, Good Personality / Present ability.

• Hardware and Network troubleshooting, OS(MS Platform).

• LAN Networking (Client side), Client side Mail system(MS Outlook), MS Office and other Industry standard applications.

• Audio Visual Devices Setup, Support and troubleshooting.

• Experience in managing VIP clients.

• Printer Support and Troubleshooting.

Device Validation:

• Visual inspection of devices as requested.

• Serial number validation.

• Device Inventory capabilities and physical comparison to inventory lists.

Responsibilities:

• Basic troubleshooting and repair of IT equipment failures.

• Power on/power off devices.

• Relay LCD readouts.

• Reset Remote Management connection ID's and Passwords.

• Reseat cables.

• General Troubleshooting and visual verification to assist remote troubleshooting efforts.

• Test and troubleshoot problems.

• Check power connections.

• Provide feedback on console display (e.g. stop errors, blue screen, etc.).

• Assist with disaster recovery activities in the event of a complete system failure.

• Assist with recovery of data center and equipment related to planned and unplanned power interruptions.

• Identify and report audible errors and system failures.

• Install and connect crash cart.

• Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident.

• Responsible to independently manage the site location assigned , provide remote support.

• Manage end to end life cycle for devices such as Laptop , Desktop , Thin clients , Mobile Devices , IP phones , Printers etc.

• Has knowledge to work with tools such as Remote Management, SCCM , Service Now to execute day to day activities.

• Execute IMAC and Break fix activities within SLA's and as per customer satisfaction.

• Support data back and transfer activities for user during Breakfix, migration and refresh with utmost care and accuracy.

• Proactively ensure client devices are not vulnerable and updated with the latest security patches and antivirus definitions.

• Is good Team player to work collaboratively with other team members.

• Take additional responsibilities and Proactively work towards identifying opportunities for improvements in process , service delivery , technology , customer satisfaction and effort & cost optimization.

• Good Customer/Vendor handling skills.

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