An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
About The Job:
Weekdays support with ad-hoc weekend support if needed.
- Address user tickets regarding hardware, software and networking.
- Walk customers through installing applications and computer peripherals.
- Ask targeted questions to diagnose problems.
- Guide users with easy, step-by-step instructions.
- Test alternative pathways until the issue is resolved.
- Configure and provision Mobile devices and Laptops.
- Configure and provision BYOD devices.
- Ensure BYOD and Mobile device configuration requests are completed on priority.
- Provide priority support to VIP user requests.
- Install operating system and applications on new and replacement systems.
- Record assets in CMDB and SharePoint and maintain proper asset registry.
- Replace hardware components as per requirement.
- Customize desktop applications to meet user needs.
- Record technical issues and solutions in ticket logs.
- Direct unresolved issues to the next level of support personnel.
- Follow up with clients to ensure their systems are functional.
- Help create technical documentation and manuals.
Essential Job Functions:
Infrastructure Management Services
End User Computing Services
- Desktop and Laptop end-to-end support.
- Printer and Peripheral Support.
- Mobile Device Support.
- Email, Internet, and Business Application Assistance.
Patch Management
- Windows client-side patch updates.
- Troubleshooting and resolution.