General Description

Responsibilities :-

• Supervise desktop support resources maintaining all SLA
• Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment for all Executive group members. Act as a technical resource to others to resolve problems, issues and errors.
• Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Running Reports in SNOW
• Anticipate customer needs and proactively identifies solutions.
• Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support.
• Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs.
• Should have support handling experience in VIP users / executives.
• Maintain high customer/end user satisfaction.

Education requirements

• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals
• Provide technical product training and basic user functionality training when required
• Confer and work with other team members and groups in supporting customers. You are the main point of contact for the Executive group for all IT related queries and issues.
• Troubleshoot client issues on PC, MAC, and Mobile Devices as required
• Advanced technical skills in supporting MAC / Linux & Windows Operating system
• Provide level I and level II technical support to clients
• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution
• Responsible for maintaining a professional and cordial relationship with clients
• Demonstrates expert knowledge of customer’s equipment; process and culture
• Maintains a knowledge data base of technical issues affecting clients
• Documents, tracks and monitors support tickets to ensure accurate and timely resolution.
• Some occasional off hours work may be required as needed
• Expertise in Remote tools (ex: Bomgar)
• Expertise in Active Directory and Exchange Console Management
• Strong customer handling skills and advanced communication skills by Engineer in English
• Excellent organizational skills
• Advanced knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 365.
• Advanced technical skills and knowledge of Mac OS
• Good technical skills and knowledge of Linux OS (Ubuntu and CentOS)
• Administration experience of MS Active Directory users & groups, policies and management concepts
• Excellent skills in user IT infrastructure – Desktops, Laptops , Printers, Handhelds, Smartphone etc.
• Experience with using and troubleshooting Outlook 2010/365 within a multi domain environment (permissions, calendar sharing and delegation)
• Advanced knowledge and minimum 4 years’ experience of supporting at least two of the following operating systems, as well as common tools for the platforms (including Microsoft Office): Windows 10; OS X; Linux (CentOS and/or Ubuntu)
• Basic understanding of a broad range of core IT services (e.g., networking, DNS, DHCP, LDAP, Active Directory, print servers)
• Advanced troubleshooting and research skills
• Advanced knowledge of PC, laptop, and peripheral hardware

Soft Skills

• Must be from global support background.
• Motivated to complete tasks and projects
• Excellent communication and conversation skills (Verbal and Written)
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL’s value and its methodology
• Strong to excellent written and verbal communication skills
• Excellent communication skills with both users and next-level IT support
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong customer service skills
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Must be detail oriented and self-motivating, self-starter with ability to work on their own initiatives
• To work through issues analytically to a successful conclusion
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Minimum of 2 years experience of provising support to VIP or Executives

Other Skills / Experience

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Desk side Support Management
• Customer Relationship Management

Years of Experience

• Total : 3-4 yrs. of University education post High school (B.Sc. or Diploma)
• Relevant : 5+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware.

Certification requirements

• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred