Location
Nagpur | India
Job description
Job Description (Posting).
Desk side Level 2 Role (Desktop Technician)
This position assists staff with technical support of desktopPCs/Laptops, applications, and related technology, along with providing a high level of customer satisfaction. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Main Responsibilities include:
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Being prepared to work out of hours when required
Troubleshooting and resolving software issues reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA s and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices
This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
Performs other duties as assigned
Technical Skills:
Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Strong technical skills in Microsoft Windows 10, Office 365, Teams, Google, Service Now and other well known applications
Administration experience of MS Active Directory users & groups, policies and management concepts
Effective communication by Engineer in English and local languages is mandatory
Business Skills:
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided
A self-starter with ability to work on their own initiative
To work through issues analytically to a successful conclusion
An individual with a minimum of 3 year s experience
Desired Experience:
At least 4+ years of experience in the field or in a related area required
Prior experience on Desktops, Workstations, Notebooks and Printers
Collaboration experience including remote control of PCs and video conferencing knowledge
Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
Strong Microsoft Office skills (Outlook, Word, and Excel)
Thorough understanding of Outlook's calendaring tool. Teams workings.
Strong customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal c
Qualification
B-Tech
Skill (Primary)
DWP-USS-SERVICE DESK
Job tags
Salary
