Job description:

General DescriptionResponsibilities :-Adhering to SLAsITIL Processes awareness and adhering toReporting to the Track Lead / Team LeadHandling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problemsTroubleshooting technical issuesEnsuring that the processes are adhered toBuilding and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and BackupSetup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.Tracking work tickets on ITIL based ticketing system like Service Now & RemedyTroubleshooting network connectivity issues and diagnosing and solving hardware/software issues.Performs repairs on computers, laptops, printers and any other authorized peripheral equipmentImproves and maintains customer and employee satisfactionPerforming asset inventory activities as neededCreate documentation for process and proceduresBreak-fix, troubleshoot and resolve software issues; Reimaging computers/hard drivesProviding frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.Technical RequirementsRequired Skills / Qualifications: Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/DevicesStong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc) Strong desktop support knowledge including hardware, software, and networking concepts Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds Good knowledge of MAC OS, IPAD and Android devices Knowledge in windows Image build process and SCCM deployments. Basic understanding of Audio/Video equipment and conference room setup User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.Escalations Troubleshoot and assist end users with mobile device setup, activations and performance issues. Handheld Blackberry, Android & IOS support knowledge Strong Customer service skills Strong written and verbal communication skillsSoft Skills- Excellent communication and conversation skills (Verbal and Written)- Good documentation skills- Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint- Should have a great customer handling skills- Able to handle unforeseen situations- High level of acceptance- Can drive HCL s value and its methodology

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases