Job description:

Responsibilities :-\\r\\nAdhering to SLAs\\r\\nITIL Processes awareness and adhering to\\r\\nReporting to the Track Lead / Team Lead\\r\\nHandling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems\\r\\nTroubleshooting technical issues\\r\\nEnsuring that the processes are adhered to\\r\\nBuilding and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup\\r\\nSetup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.\\r\\nTracking work tickets on ITIL based ticketing system like Service Now & Remedy\\r\\nTroubleshooting network connectivity issues and diagnosing and solving hardware/software issues.\\r\\nPerforms repairs on computers, laptops, printers and any other authorized peripheral equipment\\r\\nImproves and maintains customer and employee satisfaction\\r\\nPerforming asset inventory activities as needed\\r\\nCreate documentation for process and procedures\\r\\nBreak-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives\\r\\nProviding frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.\\r\\nTechnical Requirements\\r\\nRequired Skills / Qualifications:\\r\\n Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer\\r\\n Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills\\r\\n Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices\\r\\nStong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers\\r\\n Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)\\r\\n Strong desktop support knowledge including hardware, software, and networking concepts\\r\\n Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds\\r\\n Good knowledge of MAC OS, IPAD and Android devices\\r\\n Knowledge in windows Image build process and SCCM deployments.\\r\\n Basic understanding of Audio/Video equipment and conference room setup\\r\\n User account creation for Active Directory, Exchange Mailboxes, Distribution lists\\r\\n Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools\\r\\ntool.Escalations\\r\\n Troubleshoot and assist end users with mobile device setup, activations and performance issues.\\r\\n Handheld Blackberry, Android & IOS support knowledge\\r\\n Strong Customer service skills\\r\\n Strong written and verbal communication skills\\r\\nSoft Skills\\r\\n- Excellent communication and conversation skills (Verbal and Written)\\r\\n- Good documentation skills\\r\\n- Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint\\r\\n- Should have a great customer handling skills\\r\\n- Able to handle unforeseen situations\\r\\n- High level of acceptance\\r\\n- Can drive HCL s value and its methodologyACTION ON TICKET - STDAPON1298739

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases