Job Description : Responsibilities :

Responsibilities :

• 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.
• Provide onsite technical assistance to End Users.
• 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.
• Provide On-call support if required outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.

FSO Telecom Task :

• Installation of IP, wireless, Analog and Digital phones ( Avaya , Nortel, Cisco, Siemens, Mitel etc).
• Configuration of phones using SOP and Phones movement.
• Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to the 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.
• Coordination with local vendors for ISP , OEM, channel partner and different team.

Qualifications :

BS / BA in Computer Science, Information systems, or an equivalent combination of education.

Experience :

• 1-3 years of experience in service delivery and End-user hardware and software Configuration troubleshooting.
• 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 clusters.
• Provide assistance for network related issues.
• Due to the nature of the job the candidate should be able to lift 30 pounds with assistance..
• Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc) to the 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 types 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.
• Coordination with local vendors for ISP , OEM, channel partner and different teams.
2 days ago