Job Description

JOB OVERVIEW:
The technician will be responsible for initial contact with customers and will identify, research, and resolve technical issues relating to the customer’s computer hardware, software, printers, and other peripheral devices. Resolution can be in the form of desk visits, on-site computer repair, remote control, or documented instructions via e-mail or telephone. The technician must document every step of the resolution in the ITSM software system. This is a rapid-paced work environment which will require a positive attitude, organizational and planning skills, multi-tasking, and the ability to maintain emotional control during stressful situations.

RESPONSIBILITES AND DUTIES:
- The Global Systems Support Technician will be the primary day-to-day contact person for all internal and external customers.
- Mobile Phone Support – Including procurement, configuring or assisting employees to configure, and troubleshooting issues.
- Respond to questions that arrive via IT Help Ticket, phone, voice mail, email and sometimes in person.



All inquiries must have an incident created in the ITSM system for tracking and reporting purposes. All technicians are required to document all the steps that were taken to troubleshoot the issue.
- Creating documentation for knowledge articles or training documentation.
- Resolve username and password problems, uninstalling/re-installing basic software applications and verification of proper hardware and software setup
- Must have basic knowledge of hardware imaging processes.
- New hire setup to include user account creation, laptop set up and mobile phone setup.
- Call hardware vendor to coordinate laptop repairs for warranty claim services.
- Collaborate with Tier 2 support on recurring issues.
- Follow and maintain procedures and policies to ensure the security and integrity of systems, networks, and resources.
- Assist in the on-going process of improving customer satisfaction and knowledge sharing.
- Continu

📌 GCC Technician (Mumbai)
🏢 Victaulic
📍 Mumbai