­ministrator

\n End User Support Experience o Five to six (5-6) years? of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements. o Excellent Customer management skill, o Good in oral and written communication o Self- Driven and result oriented. o Really passionate about the work o Takes proactive ownership and works with sense of urgency ? Hardware Troubleshooting and Repair o Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems, o L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories o Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites o Ability to lift / move computer equipment weighing up to 50Lbs. o Conference room A/V equipment assistance & troubleshooting o L2 level VOIP phone configuration & troubleshooting o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ?Smart Hands? capability o Backfill support for Netherlands when ever needed ? Operating System & Software o Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/ OS) o Experience with Anti-spyware and Anti-virus software. o Deep dive analysis of OS and application issues including antivirus or others o Good knowledge on installation and troubleshooting of standard software?s / application like Adobe, browsers o Good knowledge on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, OneDrive) o Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles o Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch), o Understanding on Data backups ( Durva backup ) o Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris, o Good knowledge in configuration & troubleshooting of Apple machines /mobile devices ? Tools & Automation and Process o Knowledge and experience on Service requests, incident, problem management and change process, o Experienced in repeat call analysis with preventive & corrective actions o Preferably with an Associate?s Degree in Electronics and CompTIA A+ Certification. o Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.), o Mentoring & training L1 resources o Reviewing and maintaining KB articles o Contribution towards automation & service improvements o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality o Nexthink Analyst ? Proactive Hardware & Software troubleshooting on End User Devices ? Analysis of trends and recording current health status of end user devices Desktop Support