Location: Gurgaon
Position: Full time
DEPARTMENT DESCRIPTION
Regional IT (RIT) organization provides Desktop Services and support functions to internal clients within a global corporate environment. The environment is primarily Microsoft Windows system. There are a small number of Mac systems and it is growing.
RIT functions include break/fix support, general troubleshooting, imaging and deployment, operational process and knowledge management development, and desktop life cycle management (procurement, support/asset management, refresh, reclamation).
POSITION SUMMARY
The RIT Team member working in the office, is responsible for providing hands-on desktop support services for users at said office or locations co-located
in the same city. RIT team requires a desktop technician with experience supporting computing systems to provide break/fix support for the computing environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Operating system imaging of laptops and desktops, scheduling, post imaging support & troubleshooting, remote operating system deployments, surplus equipment pickups, PC refresh, new hire system deployments
- Using knowledge and experience with Windows (XP/Windows7/Windows 10/Mac) to provide desktop hardware & software break/fix support.
- Troubleshoot and resolve desktop hardware, application, printing and networking issues.
- Work on projects as assigned.
- Mentor and cross-skill P1 resources.
- Resolve desktop issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments.
- Using excellent people and customer service skills, manage user expectations and address escalations according to defined processes Maintain hardware asset databases.
- Works with and collaborates with external vendor support teams to resolve issues.
- Performs other duties as assigned.
SKILLS
- Experience with Windows (XP/Windows7/Windows 10/ Mac) providing desktop hardware & software break/fix support.
- Experience in remote troubleshooting.
- Knowledge/Experience on SCCM.
- Knowledge/Experience on 2 factor authentication technologies like RSA.
- Experience on Ticketing Tool like Remedy, ServiceNow etc.
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft systems (Windows 7 & O365)
- Troubleshoot basic network issues such as VPN, RSA, OKTA.
- Knowledge of Microsoft Windows Operating systems and common COTS applications.
- Proactive and self-motivated with demonstrated ability to selfmanage job responsibilities, adhere to defined processes and meet service level and customer commitments
- Outstanding people skills and customer service orientation
- Excellent interpersonal and communication skills, both verbal & written
- Team player who enjoys working in a dynamic, rapidly changing environment and can effectively deliver on job responsibilities within aggressive time lines
DESIRED CHARACTERISTICS
- Detail oriented, analytical.
- Ability to work independent of direct supervision; self-starting; Team Player.
- Good organizational, written and verbal skills.
- Excellent people skills, customer oriented.
- Strong work ethic and ability to have flexible work schedule.
EDUCATION / EXPERIENCE
- Bachelors’ Degree plus industry experience
- 4-7 years’ experience providing desktop services within a global corporate Windows/Mac environment.
- Concentrated experience in a hardware/software technician role.
- Frontline user support experience essential.
- ITIL V3 Certification preferred
- MCSE Certification preferred.
What you can expect from us
- You will receive notification of your successful application
- Successful applicants will be contacted by Talent Acquisition for an initial discussion
- If suitable you will be considered for the short list and our formal interview process