Mandatory Requirement - Minimum 1+ Year (for L1) of experience in IT support function. Positive communication skills, willing to work in shift and teamwork with global customers / service providers. Ability to resolve issues within the SLA and work on the daily tickets and requests. Bachelor’s degree in Information Technology or Computer Science/ Diploma engineering or relavant experience
Technical support – Desktops, Laptops, MFD, Thin Client, VNET, Network devices &
MAC devices, Installation of relocated /migration of Desktops & other devices
Technical support – Application software for Desktops/Laptops/Thin Clients/MAC devices
Technical support – O/S related patch upgrades & compliance agent &
Virus control
Maintenance of security controls in Desktops/Laptops / Thin Client / MAC devices
Monitoring & updating latest Anti-Virus definitions & security patches for all deployed endpoints &
Working on virus infected pc and cleaning the Desktop/Laptop/Thin Client/MAC devices
Closing calls within SLA
Escalation Management &
Knowledge Management
Guaranteed SLA uptime for all calls (95%)
Vendor coordinator for Desktops/Laptops problems
Attending and managing the user calls
Coordinating and Updating Desktops movement (CMDB)
Coordinating with Asset tracker for maintaining asset Management (Hardware &
Software)
Keeping track of SLA for all calls
IIS / SQL Server issues troubleshooting
Coordination for Security Audits
Monitoring Print Server, generating report on Print usage on Printers