Responsibilities:

• Adhering to SLAs
• ITIL Processes awareness, Service now or Remedy ticketing knowledge
• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
• Troubleshooting technical issues
• Ensuring that the processes are adhered to
• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Performs repairs on computers, laptops, Handheld devices, printers and any other authorized peripheral equipment
• Improves and maintains customer and employee satisfaction
• Create documentation for process and procedures
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

Required Skills / Qualifications:

• Strong Microsoft Operating System installation (Windows 7/Windows 10) and troubleshooting skills

• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices

• Strong experience in troubleshooting MS office (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 on support IOS, Andriod 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.

• 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 skills

Soft Skills:

Excellent communication and conversation skills (Verbal and Written)

Good documentation skills

Good working knowledge of MS OFFICE (Including MS Project and Visio)

Should have great customer handling skills

Able to handle unforeseen situations

High level of acceptance

Can drive HCL's value and its methodology

Other Skills/ Experience:

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills

Experience in providing smart hands support for Network and Datacenter Equipment desired.

Years of Experience required:

Min 2+ years' experience in a similar position/ technical profile