End User (VIP Support) L2

#Freepost

Designation: End User (VIP Support) L2
Location: Ballabhgarh, Haryana
Relevant Experience: 3-4 years of experience
Qualification: Graduate/ Engineering in IT background

Key Roles and Responsibilities:

• Desk Side Support

Provide onsite support services to resolve user-related hardware and software issues.

• OS Installation and Configuration

Install desktop/laptop operating systems as required. Add/remove hardware accessories, peripherals, and configure PCs accordingly.

• Asset Management Support

Maintain accurate records of machine installations, relocations, configuration changes, and communicate updates to the Asset Coordinator.

• Standard Software Installation

Install standard desktop applications (e.g., Microsoft Office 365) and relevant updates in accordance with contractual terms.

• End-User Device Support

Provide support for standard desktop products including laptops, desktops, printers, and scanners.

• Emergency Software Fixes

Apply emergency software patches/fixes in collaboration with OEMs for issue resolution.

• Network Connectivity

Ensure proper LAN connectivity for all desktops/laptops in coordination with JCB local IT.

• Remote Troubleshooting

Perform first-level remote troubleshooting and escalate to onsite engineers as required.

• Patch Management

Execute patch management using tools provided by JCB.

• Ticketing and Documentation

Record all onsite support activities in the ticketing tool with appropriate detail.

• Antivirus Management

Manage antivirus software and definitions as per JCB's approved tools.

• Vendor Coordination

Liaise with JCB’s third-party vendors for maintenance support coordination.

• Antivirus Monitoring

Regularly check antivirus logs to detect and confirm resolution of any infections.

• Printer Maintenance

Address paper jams and perform basic servicing to ensure printer functionality.

• Incident Identification

Identify OS and application-related incidents using the ITSM tool.

• Custom Software Support

Install and configure customer-specific software packages.

• Vendor Escalation

Coordinate with vendors for escalated issues until resolution is achieved.

• Print Queue Management

Restart print queues in cases of service hang or print job delays.

• Hardware Issue Resolution

Coordinate with hardware vendors to resolve printer hardware failures.

• Email Support – Level 1

Provide Level 1 support for Office 365 email services.

• User Awareness Training

Conduct quarterly user training sessions on new technologies and devices.

• Mailbox/Group Management

Assist with creation of user mailboxes and distribution groups.

• Email Policy Compliance

Adhere to defined SOPs and monitor mail queue and traffic per JCB’s email policy.

• Escalation – UK Team (Admin Tasks)

Escalate mailbox deletion, modification, or movement requests to the JCB UK team.

• SOP Escalation

Escalate SOP-defined issues to the JCB UK team as necessary.

• Password Reset Assistance

Assist users with email password reset requests.

• Email Client Troubleshooting

Provide first-level troubleshooting for email client issues.

VIP User Support (GM and Above)

• VIP Ticket Ownership

Take end-to-end ownership of tickets raised by VIP users.

• Cross-Platform Device Support

Support Microsoft Windows, Apple macOS/iOS, and network connectivity.

• Communication Tools Support

Provide advanced support for Skype for Business, Cisco Jabber, Microsoft Teams, and Office 365.

• Mobile Device & MDM Support

Support iOS and Android devices along with MDM (Mobile Device Management) solutions.

• Endpoint Security & Management

Support Full Disk Encryption, Antivirus solutions, and SCCM for software delivery and endpoint management.

• Active Directory Access Support

Provide assistance with AD group membership and access-related issues for VIP users.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Provident Fund

Work Location: In person