Main Responsibilities include:
Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
To provide infrastructure administration functions
Providing on-site cover during business hours
Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
Troubleshooting and resolving software issues; and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
Works with procurement staff to purchase hardware and software.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
Administration experience of MS Active Directory users & groups, policies and management concepts
Effective communication by Engineer in English and local languages is mandatory
Expertise in Automation scripts(Batch or VB) for desktop related activities. To identify top issue generators and provide automated solution where ever possible to reduce manual effort e.g. scripting for bulk patching (to mitigate for failed patched machines), Wireless driver scripts etc.
Qualification and Experience:
Diploma or equivalent certification
At least 2 - 3 years of experience in End user support environment including VIP support
Prior experience on Desktops, Workstations, Notebooks and Printers
Hardware and software support (break –fix), installation and configuration – Desktop / laptop/ Printer/ Server/ Networks etc.
Collaboration experience including remote control of PCs and video conferencing knowledge
Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
Strong Microsoft Office skills (Outlook, Word, and Excel)
Thorough understanding of Outlook's calendaring tool
Understanding of Exchange functional accounts and how they are used within Microsoft technologies
Strong customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills (English and local language)
Must be detail oriented and self-motivating
Background security check mandatory
Experience of working as team member in a geographically and culturally diverse team
HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Infosystems (www.hclinfosystems.in)
The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.
As a support executive, the individual will ensure that quality support is rendered to our Customers through phone support, remote support and onsite support. The general support coverage will be for the Front-end POS system.
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