Key responsibility

- Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments
- Management of site/accounts SLA, SLO with IT stakeholders and business operations.
- Hands on experience on Site IT Operations, IT Service Delivery & Shift Management. Coordinating with other IT platform teams & client support/helpdesk personnel.
- Deliver efficiencies by contributing to Global Projects including supporting automation initiatives by tracking & completing site specific actions/projects on time.
- Onboarding New Accounts, planning, managing Ramp Up & Ramp Downs, Account Movements & capturing new client requirements to work with the solutioning teams & get it implemented & manage pre-work for client visits
- Coordinating with Reso team for site specific requirements related maintence activities for to UPS, Gensets, DC access etc. & facilitating with business/client for approvals for downtime Windows etc.
- Hands on experience on End user computing devices like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
- Hardware – expertise in identifying & replacing faulty components for deskside, servers, Video Conferencing equipments etc.
- Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
- Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
- L1 support for all network, server & voice infrastructure for CNX and client owned equipments.




- Trouble shooting & co-ordination for high impact/severity issues & communicating real time updates to the BRC team.
- Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
- Excellent knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills like Ping & Tracert Analysis, End user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting etc., Hub room and Data Center Structured Cabling.
- Installation of PGP encryption software on all the desktop/laptops to ensure we are compliant to IT & Customer security policies.
- Managing Local DNS/DHCP/File server/Tivoli server for day to day operations to support Business in a BAU mode.
- Handling Bigfix servers to ensure patch deployment on desktops, compliance management are up to date in a BAU mode.
- Gain end to end understanding of client specific workplace.
- Update & maintain Playbooks.
- Create Log & represent RFCs, also ensure that RFCs are executed per scope at the approved time.
- Validate client/software asset inventory & report deviations if any.
- Review daily tickets for ageing, response, resolution & publish daily dashboards.
- Manage off site tape movements as per the Tape Management Process.
- Achieving and Maintaining high IT VOC scores.
- Rotational shifts, willing to work predominantly in night shifts, 24/7 environment.




- Identify & report possible/potential exposures that may lead to fraud/non- compliance. Ensure 100% compliance to IT & business processes & org policies.
- Complete all assigned, mandatory training within the timeframe provided
- Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Qualifications and Experience Required

- 1.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
- Bachelor’s degree/diploma in Computer Science required.
- MCSE or similar certifications preferred.
- Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.
- Troubleshooting MS Office package 2010 and above
- Knowledge on Server, Networks and Linux
- Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
- Excellent Team Management, Team Motivation & Development skills
- Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
- Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is required
- Flexibility to work overtime as needed

3 Months Contract

19800 Take home / M

Thanks & Regards,

Kannayya V | Talent Acquisition Executive | India Staffing

Cell: +91 (phone hidden)

E-Mail: [email protected] | Website: www.finalsearch.io

Pay: ₹20,000.00 - ₹22,000.00 per month

Application Question(s)

- are you fine with 3 Months Contract
- are you fine with Rotational shift including Night

Experience:
- Desktop support: 1 year (Preferred)

Location:
- Gurugram, Haryana (Preferred)

Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)

Work Location: In person

📌 Desktop support 3 Months Contract (Gurugram)
🏢 FSP Solutions
📍 Gurugram