Job description:

"Troubleshoot any issues that arise with Windows and Macintoshdesktops/laptops from the network drop to the desktop/laptop excludingsecurity patches/updates. Load image, install software and configure desktop/laptop as required. Disconnect and/or reconnect desktop and peripherals in support of officemoves within the Clients Campus. It is expected to walk the end user through steps remotely to help resolvethe identified vulnerability issue. Provide maintenance services for all conference room technical systemsincluding projectors, VC and audio-conferencing equipment andinfrastructure. This work includes bulb replacement, RMA of equipment,trouble shooting and repairs of any physical layer problems. Provide support of such items as (but not limited to) LCDs, projectors,and VC systems. Perform data migrations in a Windows and Mac environment whilemonitoring laptop pick up audits to ensure users receive their laptopspromptly Accurate triage tickets to necessary teams Assist with technicalonboarding of new hires weekly Lead presentations Provide maintenance services for all conference room technical systemsincluding projectors, VC and audio-conferencing equipment andinfrastructure. Provide support of such items as (but not limited to) LCDs, projectors,and VC systems. Support VC Ops team as required in user and inter-departmentalcommunication. Preventative Maintenance (rooms Sweeps, Avg. Inspection time, etc.). Good with Tools like Uplinx , ZOOM, Teams Provide support to all AV/VC requests within client unless otherwisedirected by client VC OPS management. Provide support to all medium and major organizations events (All hands& Town hall) Inspect and maintain all audio visual and video conferencing systemsand/or equipment within client facilities as specified by client. The scope for all deliverables is not limited to work location."

• 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