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Algoleap Technologies logo

End User L1 Professional

3 - 4 years

5 - 6 Lacs

Faridabad

Posted:16 hours ago| Platform: Naukri logo

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Skills Required

Patch management Antivirus microsoft Troubleshooting SCCM cisco Remote support User management Monitoring Android

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job_Description":"
JOB Description for End User Management VIP
Customer Name JCB
LOCATION Ballabhgarh
DOMAIN EU Support
Level (L1/L2/L3) L2
Required Relevant Domain
Experience
3-4 years
Job Type (Onsite/Remote) Onsite
Shift details (General/ 24X7) General shift
Qualification Graduate
Certifications Required if ANY
Role Purpose
End User support for enhancing the service quality to their business users.
JOB RESPONSIBILITIES
1) Onsite Support services to resolve desk side related issues.
2) Install desktop/laptop OS as per requirement, add/remove accessories, devices, peripherals and
configure PCs.
3) Maintain record of new machines installed movement of machines within site, changes in
configuration of machines and informing asset coordinator about the changes.
4) Installation of the standard Desktop Application packages like Office 365 along with the relevant
updates that may accompany the application as part of the contract.
5) Provide support for desktop Standard Products (Laptops, Desktops, Printers, and Scanners etc.)
6) Apply emergency software fixes in support of problem resolution with the help of the OEM.
7) Ensure proper local area connectivity to all desktops / laptops in coordination with JCB local IT
Team.
8) Troubleshooting & resolving user problems remotely for first level & Engineer dispatch at second
level
9) Patch management (based on tool provided by JCB)
10) Update the ticketing tool with the activities performed at site.
11) Anti-virus management (based on tool provided by JCB)
12) Provide necessary assistance in liaising with JCBsthird-party vendors with regards to the
coordination on maintenance support
13) Routine checking of anti-virus log files for checking of any virus detected and cleaned on the
desktop.
14) Fixing any Paper Jam related issues and First level of servicing of the printers to ensure smooth
functioning of operations.
15) Identify incidents related to Application, or Operating System thru ITSM Tool.
16) Installation and configuration of the customer specific software packages
17) In the event the situation needs escalation to the vendor, Engineer will coordinate with the
Vendor till the resolution of the problem.
18) Restart Print Queues in case of a \u2018Hung State
FOR HPE
Project
Manager
Date
Signature
FOR Customer
Project
Manager
Date
Signature
Technical Skills/Knowledge requirement
1) Communication Skills.
2) Experience with ticketing systems and remote support.
3) Strong understanding of ITIL framework and best practices.
19) Coordinate with Hardware support teams/vendors and resolve any hardware failures in the
printers.
20) JCB level E-Mail Management L1 Support for O365
21) Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly)
22) Mailbox Creation/Group Creation
23) Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail
Traffic.
24) Escalation to JCB UK team for Deletion/ Modification/ Movement
25) Escalation to JCB UK team in case of issue in SOP based activities
26) Email Password Change assistance, if requested by user
27) First Level Email Client troubleshooting
VIP Support
28) Overall Ticket ownership and management for VIP Users (GM and Above)
29) Supporting Microsoft Desktop/Laptops, Apple technologies and Devices and network
connectivity.
30) Supporting Skype/Cisco Jabber Enterprise Voice and Microsoft Teams / O365, including advanced
troubleshooting.
31) Support of iOS and Android mobile devices and MDM solutions.
32) Support Full Disk Encryption, Antivirus and SCCM for endpoint management and software
delivery.
33) Support for any AD Group membership, access related issues for VIP users.
","

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