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System Support Specialist I
Tracking Code 250-099 Job Description
The Systems Support Specialist role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment.
This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-
user assistance where required.
Duties and Responsibilities :
Strategy & Planning
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
Alert management to emerging trends in incidents.
Acquisition & Deployment
Procure equipment from approved suppliers based on established procedures
Deploy pre-packaged software as needed using automated deployment tools.
Assist in software releases and rollouts according to change management best practices.
Escalate incidents with accurate documentation to suitable technician or vendor, when required.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related hardware and software in order to meet required SLA’s.
Assess the need for and implement performance upgrades to hardware
Perform minor changes to network required for end user connectivity.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, pages, and / or emails regarding desktop problems.
Answer to and perform move, add, and change (MAC) requests as they are submitted by line managers.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Maintain an inventory of all company issued equipment.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Create / maintain How To documentation for end user consumption
Formal Education & Certification
College diploma, university degree, equivalent certification in the field of information technology, computer science, or management information systems or 2 years related work experience.
Knowledge, Skills and Abilities :
Knowledge & Experience
Excellent technical knowledge of PC and desktop hardware, including Dell PC’s and peripherals
Excellent technical knowledge of PC internal components, including
Hands-on hardware troubleshooting experience.
Equipment support experience with HP and MFP printers, networking equipment, and VTC solutions
Working technical knowledge of current protocols, operating systems, and standards, including all Microsoft desktop OS’s
Understand and work with PBX containing Web / Audio solution and ECC solution.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Excellent analytical, mathematical, and creative problem-solving skills.
Excellent written and oral communication skills.
Excellent listening and interpersonal skills.
Logical and efficient.
Keen attention to detail.
Ability to conduct research into systems issues and products as required.
Ability to communicate ideas in both technical and user-friendly language.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
Ability to multitask
Resourceful and self-motivated
Occasional evening and weekend work to meet deadlines.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Physically able to participate in training sessions, presentations, and meetings.
Some travel may be required for the purpose of offsite software and system applications management.
Job Location Mumbai, India Position Type Full-Time / Regular