Technical Support Analyst Team Lead
Bangalore, Karnataka, India
1d ago

Key Responsibilities

  • Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
  • Resolve incidents and problems associated with EUC equipment
  • Support Authorized Uses connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services;
  • connection to WAN; and accessing appropriate LAN segments

  • Provide repair and maintenance for mobile devices
  • Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
  • Provide software break / fix services and replacement of non-warranty assets for end users
  • Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP / IP output
  • Provide warranty and break / fix support for networked printers and scanners
  • Configure and support end users on mobile computing platforms
  • Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
  • Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
  • Deskside support services as required.
  • Key Qualifications

  • Strong problem-solving skills, critical thinking / technical aptitude
  • Working knowledge of Service Now ITSM Tool
  • Very good administrative skills (manages time, organizes information, plans and prioritizes)
  • Proficient in supporting of standard desktop applications (Windows, MS Office, e-mail, internet)
  • Competent in supporting remote connectivity, network administration, and end user devices (Cell phones, tablets, iPads, etc.)
  • 3-5 years technical training or equivalent work experience providing above average PC and computing knowledge
  • People Management

  • 2 yrs Managing a team of Technical Support professionals
  • Ensures that the Service Desk team performs and adheres to standards of excellence and professionalism
  • Developing and demonstrating an understanding of end user and company needs
  • Analyzing the performance of Service Desk activities and documented resolutions.
  • Creating and maintaining a Service Desk training program for increased business, customer service and technical knowledge
  • Overseeing Incident, Problem, Change and Knowledge management processes
  • Bangalore

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