Job Description:

As an Desktop Support Technician with Minimum of 3 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

1. Provide customer facing end-user support that includes
2. Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
3. IMAC support including large scale/bulk office moves/re-stack activities (all moves)
4. Support for Operating System, base load software, MS Office suite and other business application
5. Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
6. Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration duties that includes:
7. Physical support (Racking and Stacking) of servers, network devices and other equipment’s during the support, changes, upgrades, commissioning and Decommissioning activities
8. Assist with asset and inventory management of hardware and data center supplies
9. Provide On-call support if required outside business hours on a rotational basis
10. Emergency response (on-call) support to system outages
11. Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
12. Support for the Mobility devices (IOS/iPhone/IPads)
13. VIP and home-based office user support
14. Manage the ticket queue in ServiceNow and ensure they are resolved and closed within the defined service level maintenance
15. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

Desired Skillsets

1. Strong understanding of end user hardware & infra solutions
2. Strong ticketing system experience -ServiceNow
3. Strong knowledge of industry standard applications/tools/Devices
4. Proficient with common network protocols (TCP/IP) for device connectivity issues
5. Excellent communication skills (English & Local language)
6. Excellent customer engagement and customer service skills
7. Strong desire to help, share, and assist others
8. Excellent analytical skills, Work Ethic and Problem-solving skills
9. Ability to lift heavy equipment’s within stockroom & Service room for racking & Stacking
10. Ability to be on your feet all day, weekend work as well for on-call support (rotation)
11. Customer experience - CSAT focused with Customer is #1 Attitude
12. Demonstrate ownership and responsibility to assignments
13. Strong technical aptitude and ability to research and solve complex issues
14. Show adaptability and flexibility in work to suit business requirements
15. Professional and courteous and Ability and patience to work in a high dense client environment
16. Flexible for travelling to remote sites/Colocations
17. Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage