Shift Lead - English, Arabic, Microsoft Windows

Experience: 2 to Not Available years

Location: Noida, India

Skills: Windows Operating systems, Windows 7, Windows 10, Windows 2003, Windows 2008, Active Directory, Exchange, ITIL V3, ITIL V4, Service Desk, Incident Management, Problem Management, Change Management, ITSM ticketing tools, Service Now, Remote desktop connectivity applications, SCCM, WebEx, Live Meeting, MS Office Suite, MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS-Visio, Internet browsers, VPN, PDA support, MDM support, Adobe Acrobat, Winzip

Job Summary
Managing Incident and requests assigned to the GSD (global service desk work bin) Creation, modification and updating users account via AD and Azure AD Join tool. Provisioning access to share drive directories and Trouble Shooting on network share drives. Troubleshooting PDQ and POS registers Closure of SD incident and Task in a timely fashion Propose KB articles and bridging the Knowledge GAP.( IMP) SD SLA adherence of all Incident tickets and Request Tasks assigned Ensuring that all the tickets are on hold with Valid Reason before leaving the shift Guiding colleagues to set up and trouble shoot PDQ issues Modification and updating users account via AD and Azure AD Join tool Note: We operate 24x7 in dedicated Support where you will be rolled over within all the shifts (APAC EMEA AMERICAS) Week End support will be critical keeping in view we are supporting Stores Will be having Calls, Chats, and Portal tickets to handle

Key Responsibilities
Managing Incident and requests assigned to the GSD (global service desk work bin) Creation, modification and updating users account via AD and Azure AD Join tool. Provisioning access to share drive directories and Trouble Shooting on network share drives.



Troubleshooting PDQ and POS registers Closure of SD incident and Task in a timely fashion Propose KB articles and bridging the Knowledge GAP.( IMP) SD SLA adherence of all Incident tickets and Request Tasks assigned Ensuring that all the tickets are on hold with Valid Reason before leaving the shift Guiding colleagues to set up and trouble shoot PDQ issues Modification and updating users account via AD and Azure AD Join tool Note: We operate 24x7 in dedicated Support where you will be rolled over within all the shifts (APAC EMEA AMERICAS) Week End support will be critical keeping in view we are supporting Stores Will be having Calls, Chats, and Portal tickets to handle

Essential Duties and Responsibilities
• Serve as the first point of contact for customers seeking technical assistance over the phone or chat
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Skills and Abilities
• Phone support experience necessary.
• ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem,



and Change Management
• Technical helpdesk experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows 10
• Servers: Windows 2003, Windows 2008
• Knowledge of Active Directory, Exchange
• ITSM ticketing tools Service Now
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and MDM support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Education / Expertise
• Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.
• At least 2-year prior experience with Systems Integrator or Managed Services Provider is a must
• Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)
• Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)
• Intermediate to Advanced skills encompassing:
• Microsoft Server and Desktop OS troubleshooting skills across all current versions
• Microsoft Office 365 troubleshooting and configuration skills
• Network (fundamental) troubleshooting skills
• Office 365 support

📌 Shift Lead English, Arabic, Microsoft Windows (Noida)
🏢 HCL Technologies
📍 Noida