Provide Local IT Support (Hands and feet) in Client end user computing environments consisting of end user devices, device installed software and access to remotely managed Application Systems across Customer end user profile types, including:
Corporate office end users
Remote/Home office end users
Mobile end users
VIP end users
Provide Level 2 Support (for Service Request fulfillment and Incident Resolution of Supported Hardware and Supported Software and applications) as per language requirement in the country and local IT environments
Provide Level 2 support at Client sites by following Client Health & Safety protocols (zero tolerance)
End user and conference room configuration and Level 2 support of current and future collaboration, communication and productivity systems
Support for self-service software deployment and enrolment and basic tasks (e.g., password changes, software installation)
Support for devices which require specialized management for patching and upgrade (e.g., Production devices in facilities, VIP User devices etc.)
Manage Patching and Vulnerability Management of end user devices
Maintenance of location wise list of all EUC equipment
Perform software and hardware IMACD support (Installs, Moves, Adds, Changes, Decommission) which includes
Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization.
Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately.
Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users.
Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;
Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;
Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location;
Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT
Provide the IT clearance to users and updating the records accordingly in Asset CMDB, Maintaining In warranty & Out of Warranty Assets records, Preparing Daily, Weekly, Monthly reports related with Asset management.
Uninstalling and re-installing any existing Equipment and Software in the End User Environment or other related services as necessary to execute the IMAC.
Managing replacement of failed devices in the End User Environment or End User Computing Equipment that are due for upgrade. Maintaining and documenting spare inventory of devices in the End User Environment.
Perform Hardware disposal (Hard disk Drive disposal) support in Client sites as per Client policy/SOP documents
Provide Local IT support in Client sites where Data Center and Server rooms are located, engage vendor and complete IT asset disposal support as per Client guidelines
Skills / Requirement
Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
Hands on experience in IT environment with Imaging, reimaging Windows Operating system for Desktop, Laptops & hardware deployment
IMACD & Asset Inventory experience
Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
Ability to use remote desktop connectivity applications
Working knowledge of imaging utilities such as SCCM and Intune, appropriate imaging solution tools.
Delivery and setup of PC equipment to end-users.
Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
Ability to provision and Support wireless devices. (E.g. Blackberry, Android, and iPhone)
Demonstrated proficiency in Microsoft OS and Microsoft application.
Demonstrated proficiency in installation of desktop software and troubleshoot
Working knowledge of Microsoft Active Directory and GPO
Strong customer service and Strong troubleshooting skills in Client environment.
Significant, demonstrated experience with current Microsoft Windows operating systems in Client
Messaging : MS Teams, Lotus Notes, Skype for Business
Mobility Management : intune, Mass360
Advanced level skills in the Office 365 tools - Word, Excel, PowerPoint, Outlook configuration issues with Exchange
Functionally capable with Apple OS X
Advanced troubleshooting skills with hard drive encryption software