FSO - IT Support
Job Description Responsibilities :
- Adhering to SLAs ITIL Processes awareness and adhering to ITIL process workflow.
Reporting to the HCL 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 IT 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.
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 processes and procedures of day to day work.
Creating KB articles.
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Required Skills /
Qualifications:
Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer Strong Microsoft Operating System installation(Win10 / MAC OS X) and troubleshooting skills oStrong 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 o Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds Good knowledge of MAC OS, IPAD and Android devices Knowledge of windows Image build process and SCCM deployments Good knowledge in handling RF scanners, industry level label printers ( client, etc ) Experience in handling managed print services , corporate / network printers.
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.
Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld - ,berry, Android & IOS support knowledge Strong Customer service skills Strong written and verbal communication 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 Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc Additional Responsibility Might need to travel to other sites based on demand and requirements.
On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
Handle operations and customer requirements as per process and agreed SOW.
Possible rotational shifts.
Recommended Skills Apple Ios Bmc Remedy Action Request System Bomgar Build Process Cisco Web Ex Communication Estimated Salary: $20 to $28 per hour based on qualifications.
- Adhering to SLAs ITIL Processes awareness and adhering to ITIL process workflow.
Reporting to the HCL 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 IT 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.
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 processes and procedures of day to day work.
Creating KB articles.
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Required Skills /
Qualifications:
Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer Strong Microsoft Operating System installation(Win10 / MAC OS X) and troubleshooting skills oStrong 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 o Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds Good knowledge of MAC OS, IPAD and Android devices Knowledge of windows Image build process and SCCM deployments Good knowledge in handling RF scanners, industry level label printers ( client, etc ) Experience in handling managed print services , corporate / network printers.
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.
Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld - ,berry, Android & IOS support knowledge Strong Customer service skills Strong written and verbal communication 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 Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc Additional Responsibility Might need to travel to other sites based on demand and requirements.
On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
Handle operations and customer requirements as per process and agreed SOW.
Possible rotational shifts.
Recommended Skills Apple Ios Bmc Remedy Action Request System Bomgar Build Process Cisco Web Ex Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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