Roles and Responsibilities:
Desktop Support
- Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007
- And any other authorized desktop applications.
- Install, upgrade, support and troubleshoot for printers, computer hardware and any Other authorized peripheral equipment.
- Performs general preventative maintenance tasks on computers, laptops, printers And any other authorized peripheral equipment.
- Performs work in compliance within specified warranty requirements.
- Identify requirements of equipments and parts to support faulty Desktop, Laptop, and Server & UPS.
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
- When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 2 / 3 support team member
- Develop trends by monitoring and analyzing incoming calls, problems and support requests
System/Application/Network Support / Vendor co-ordination
- Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2000/2003/2008
- Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services.
- Install, upgrade, support and troubleshoot Web application / Server – Client related problems running in organization like job portal, Collabera App, Hire craft etc..
- Interact with numerous computer platforms in a multi-layered client server Environment.
- Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and Administrative systems.
- Diagnose and quickly resolve a wide range of Windows applications and networking
- Problems to help minimize downtime.
- Troubleshooting network connectivity in a LAN/WAN environment.
- Ticketing logging and coordinating for vendor support.
- When the restoration is beyond the scope of the Desktop Support Administrator the
- Desktop Support Administrator will escalate the issue/problem to proper tier 3
- support team member
- Develop trends by monitoring and analyzing incoming calls, problems and support Requests.
- In case of Vendor support requires resolving any issue; he has to log a call and inform the team with ticket no., that same need to update on MIS portal and close / resolved with service impact / business impact time slot.
Education and Work Experience
- College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
- Certification in Microsoft, VMware and\or Citrix virtualization technologies are a plus.
- Experience administering servers, backup operations, and systems monitoring;
- Experience with desktop and server operating systems, including Microsoft Windows XP, Windows 7, and Windows 2003-2012.
- Professional image and grooming
- Self-confidence and interpersonal skills
- Analytical and problem solving skills
- Good communication (both verbal and written) skills.
- Ability to manage 500 systems with Network / Server Room.
- Follow ITIL Procedures and practices.
- Excellent analytical and problem solving skills
- Understanding of complex information and requirements
- Good prioritization skills and be flexible enough to adapt plans
- Ability to explain complex systems in simple terms while on remote support.
- An ability to work to tight deadlines and within constraints
- Asset Management Skills.
- Self-Discipline
- Ready to support 24x7x365.
Technical Skills
- Microsoft Certified if any
- Experience of Service Desk Ticketing Tools
- Cisco Network Devices installation like Router, Switches, Firewall.
- Knowledge of Network topology.
- Group Policy Troubleshooting
- Windows Profile Management
- Office365 & Office 2007 Outlook Client Configuration and Troubleshooting.
- System Level Troubleshooting
- Local Area Network Troubleshooting
- Familiar with any Remote Support Tools or Applications.
- Installation of Cisco Phone and Troubleshooting (If any)
- Data Center and Network Room Management
- Ability to manage Real Time Monitoring
- Basic Hardware Troubleshooting.
- OS Windows 7, Windows 8 Installation and deployment.
