• 3-4 years of experience in ITSD + Desktop support at customer site. • Provide hands and feet support to servers, network, backup devices etc. • Maintain an accurate inventory of the data center assets Receive and ship devices Rackin appliances, switches, routers, firewalls, servers, or other equipment. • Maintain and request supplies when needed Assist Network, Unix, Storage and Security teams with troubleshooting and installs Labeling and Cabling of devices/wires and validating them. • Knowledge and experience on windows 7/8/10 OS and iMAC / Notebook pro (Apple products). • Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution. • Manage hard and soft break fix services for laptops and desktops. • Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools). • Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares provided by vendor. • Experience with Service management tool - Remedy • Should have expertise on EUC tools, remote support tools, MS office and outlook. • Preferable to have a good understanding of Lync, VPN, and mobile device support. • Ensure that each Desktop Device is installed with the appropriate Desktop image. • Manage Desktop Devices (hardware and software) incidents through to resolution. • Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements • Provide VIP support for Desk side issues, if required need to travel on ad-hoc basis. • Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management • Moving a client KVM to another server or system for client to perform remote troubleshooting and maintenance. • Effective communication with internal and external customers. Coordinate with vendors/ OEM spares and parts necessary for inventory. • Should have information about spare inventory like Fiber cables, connectors etc. Should be aware of inventory movement process (commissioning and Decommissioning) and if any update is required in asset management system. Should have information on free ports availability. • Should have information about Inlet & outlet power supply / Dual supply information. • Should have access to Blade Chassis and on Physical Server integrated console for configuration. • Timing and process for access to DC. Un-racking, packing, and shipping equipment to another location. • Power cycling a router, server and switch and soft-booting a server To Work on trouble tickets as they as assigned to them. • Good to have - knowledge in AD and smart hands and feet support. • Good to have - Knowledge in Networking and smart hands and feet support. • Good to have - knowledge and experience of supporting MAC devices and tablets • HVAC (Heating Ventilation Air Conditioning) Power backup (power generator) Uninterrupted power supply (UPS)
Desirable Skills • Hardware Support o Desktops, Laptops, Printers, Mobile Phones, iPads • Software Support • Smart Hands and feet support of Network and Server devices • Non-Technical Support, Creating daily report, etc. • Team management experience • Engineer may support other remote locations.
Roles and Responsibilities • Primary contact point for end users via phone/Chat/self-service tickets • Triage Tickets to respective teams • Regular update and follow up on tickets in the queue • Follow up tickets till closure • Ability to manage a variety of technically complicated tasks effectively • Should be willing to work in 24/7 environment. • Experience in Remote support and troubleshooting skills. • Understanding of Basics Hardware accessories / devices and peripherals • Education, Skill, and Experience Requirements: • A Bachelor's / Master's Degree in Computer Engineering, Information Technology. • Good Communication, Good Listening Skills. • Good to have ITIL Foundation Certified. • Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support. • Good phone etiquette and the ability to diffuse agitated situations • Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.