Job Description

Provide customer facing end-user support that includes:

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.

• Perform onsite updates, Configuration changes, or Software installations.

• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites

• Experience with various desktop systems, operating systems, and diverse technical environments.

• Excellent customer service orientation and verbal communication skills.

• Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.

• Ability to install software for and troubleshoot a wide range of applications.

• Analytical thinking and problem-solving ability.

• CompTIA A+ certification or equivalent certification

• Flexible for travelling to remote sites or cluster

• Provide assistance for network relates issues

• should be able to lift weight up to 30 lbs at waist level

• Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team.

• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk

• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool

• Update the circuit inventory and vendor details for service provider to network voice team.

• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool

• Update the circuit inventory and vendor details for service provider to network voice team.

• Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk

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