JOB RESPONSIBILITIES:

Hardware Troubleshooting and Repair

· Skilled in deskside support for Installing & L2 level troubleshooting of Operating Systems,

· L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories

· Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites

·  Ability to lift / move computer equipment weighing up to 50Lbs.

·  Conference room A/V equipment assistance & troubleshooting

·  L2 level VOIP phone configuration & troubleshooting

·  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

Operating System & Software

· Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/Linux OS)

· Experience with Anti-spyware and Anti-virus software.

·  Deep dive analysis of OS and application issues including antivirus or others

· Good knowledge on installation and troubleshooting of standard software’s / application like Adobe, browsers

· Good knowledge on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)

· Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles

· Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),

· Understanding on Data backups,

·  Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,

·  Good knowledge in configuration & troubleshooting of Apple machines /mobile devices

Tools & Process

· Knowledge and experience on Service requests, incident, problem management and change process,

· Experienced in repeat call analysis with preventive & corrective actions

· Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.

· Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),

· Mentoring & training L1 resources

· Reviewing and maintaining KB articles

· Contribution towards automation & service improvements

· Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework

· Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality

Service Hours: Monday to Friday, 8:30 AM to 5:30 PM or 9:00 AM to 6:00 PM

Languages: Japanese and English