Required Technical Skill Set:
- Install
- Configure
- Maintain and troubleshoot end user desktops
- Laptops
- Peripherals
- Printers
Must-Have:
- Strong English & local language proficiency and inter personal skills.
- Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc
- Experience in Windows & non-Windows Operating environment
- Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
- Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
- Recommend and apply solutions, including on-site repair for remote users.
- Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
- Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
- Determine and execute system reconfiguration needs.
- Establish end user service level agreements.
- Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
- Supervise complaint ticketing system and follow timely resolution of all work orders.
- Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
- Creation/restoration of images and up gradation of patches using SCCM.
- Ability to participate in the design, architect and engineering of software deployments/installation process.
- Demonstrated ability to provide user support by means of remote access tools.
- Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them.
Good To Have:
- Knowledge on Asset management.
- Preferred Certifications:MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate.
- Good to have service transition experience
Role Descriptions:
- Move existing equipment (PC, notebook, Thin Client, network printer etc.) and update configurations, as necessary.
- Change an existing hardware/software component and verify functionality upon completion
- IMAC Update in CMDB
- Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
- Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install.
