Supervise cases in Ticketing tool queues.
Receive P4 Incidents, Work Orders or Task Tickets in Helpmate.
Look into the reported issue / approved work order and address it within agreed SLA’s.
Resolve ticket after selecting relevant resolution categories in ticketing tool.
Troubleshooting issues related to Hardware, OS, Standard Office Suite and Browsers.
Hardware support to Desktops, Laptops, Thin Clients. First level support to Printers, Scanners and Multi-Function Devices.
Installations, Movement, Transfer, surrender of Desktops / Laptops / Thin Client, Printers, Scanners, MFP’s and mobile devices like iPads etc.
Installation of end points to be done as per organization Hardening guidelines through MDT setup.
Installation, Transfer and removal of business specific applications and their upgrades.
Support New Transitions, Ramp Up’s / Down’s, Business migrations / Site Consolidations Projects.
Support Infra Projects (Refresh / Upgradations / Migrations / New Technology Rollout)
Knowledge of Media disposal tools like Kill Disk / Eraser / Degausser.
Provide Hands and Feet support to other IT Teams for any scheduled activities.
Coordination with Vendor Partner for any issues for warranty and other customer concerns.
Installation, solving problems of equipment in data center, mux and hub room. This may include physically upgrading internal system components (CPU, RAM, HBA, memory hard drives, fibre cables, copper, and more.
Maintain Physical CMDB / U level diagram, DC layout for all installed devices inside DC& Hub rooms
Change management process awareness and ensure it is followed for all infra changes
Activation& de-activation of Data & Voice ports and solving problems any port related issues
Physically assist in moving and racking / stacking equipment
Conducting Physical validation of devices in DC and work with cross functional team to mitigate any single point of failure identified.
Gathering Sniffer and Ethereal / Wireshark log
Physical support for Decommissioning and troubleshooting of Voice devices / Voice Gateways / Circuit packs and Phones
Installation / configuration and movement of various types (IP, TDM,SIP) of phones on floor
Maintaining CMDB of phones installed on floor.
Tracing and laying new cable in DC and MUX room, Cable dressing and ensuring sustenance of same in Hub rooms
Qualifications we seek in you!
Bachelor's Degree required. Preferably in Computer Science,Information Systems, or related field.
ITIL Version 3 or 4 foundation Trained / Certified.
Knowledge of network and server devices
Win NT / 2000
MS Office 2007, 2010
IE6 & IE8
OS - WinXP, Win7, Win 10
Outlook 2007, 2010, 2016
Very good written and presentation / verbal communicationskills with experience of customer interfacing role. In-depth requirementunderstanding skills with good analytical and problem solving ability,interpersonal efficiency, and positive attitude