Desktop Support Specialist

End user desktop support L1 -

o  Qualification BE/BTech /BSC/BCA/ Diploma with Hand s on 3 to 4 years of Exp.

o  Good in Communication

o  VIP User support & VC Support

o  Hardware/software troubleshooting and resolution.

o  L1 level network troubleshooting and resolution for LAN Connectivity

o  Hands & feet support to Backend team for Network/Server/application issue

o  Asset inventory (PIV), Asset related activities

o  End user project related activity (Like OS upgradation, coverage tool update, etc...)

o  Network & Sharing printer installation.

o  Office 365 support

o  Coverage/compliance software installation and troubleshooting

o  Vendor coordination, etc.

o  Endpoints support covers monitoring and troubleshooting of desktops, laptop, Printer, e-Gate, EPOS etc devices.

• Perform and Record all Installation of new machines, movement within site, changes in configuration of machines (IMAC) as per policy.  
• Maintain a details of asset Inventory.  
• Product, inventory master to be uploaded and confirmation to be shared.
• Weekly audit of POS usage and removal of concessionaire POS to be shared

o  Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required.

o  Escalation of unresolved incidents to L2 engineer

o  Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.

End user desktop support L2 / THD

o  VIP User support & VC Support independently

o  Qualification BE/BTech / Diploma with Hands on 5 to 6 years of Exp.

o  Excellent in written and verbal Communication

o  Install, Maintain & Troubleshoots required client Software & hardware whether onsite or remotely.

o  Able to provide required support to L1 resource at location and able to provide required Training to DL1 & new engineers

o  Handling Tickets & Managing Escalation

o  Conduct remote troubleshooting.

o  Guide user with Simple, Step-by-step instructions.

o  Direct unresolved issues to the next level of support personal

o  Must have extensive VIP & Executives level support experience.

o  If necessary, liaise with third-party support and PC equipment vendors.

o  Monitoring Day to Day CCTV camera & check backup

o  Maintaining IT Inventory records.

o  Maintaining all software licenses and ensuring that the Arvind Smart spaces Ltd is following licensing norms. (OEM & Paper Licenses)

o  Responding to customer questions regarding operation and malfunctions.

o  Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.

o  Good in coordination and able to do vendor coordination and close end to end task