Hiring Tech Service Analyst For Trivandrum

Job Title: Tech Services Analyst - T2 Department: Information Technology Team Job Description Technicians must possess a wide range of technical skills and knowledge, including knowledge of computer hardware and software, operating systems, networks, and security compliance. Assist IT functions, acting as the local hands and eyes in resolving IT technical issues. Essential Qualifications: Graduate degree or equivalent in electronics / computer science Technical Qualifications: MCP Certification, A very good knowledge on windows & Mac platforms, basic networking concepts. Experience: Minimum of 2 years to 4 years of experience in end user computing. Organization Structure: Report to the Team Lead Technology Work Schedule: Ability to work flexible schedule during day, night and weekend shifts (24*7 coverage) Shift Duration: 9 hours Description of Responsibility Knowledge & Skills in Windows 10/11 OS installation Troubleshoot and resolve technology related issues - Desktop, laptop, MAC, Avaya, Printers, Scanners etc. Knowledge in remote troubleshooting tools such as Dameware, LogMeIn. Hands on experience in HAM & SAM Provide technical support to internal clients as per issues logged by the Service Desk/business team. Diagnose and resolve problems related to operating systems, hardware, software and accessories. Shall be part of Project executions. Maintain SLAs in resolving technical issues and ensure customer satisfaction. Escalate problems appropriately as per the escalation matrix. Document the issues such that a solution guide for best practices can be built and share this with the Team Leads in order to be uploaded to the Knowledge base. Knowledge & Skills / Competencies Customer service orientation. Familiar with hardware / software components and terminology. Proficient in using ITSM tools like ServiceNow. Good oral and written communication skills Excellent presentation and interpretation skills Adaptability / Flexibility Exposure to handling incidents and/or service requests related to Google Workspace, Office 365 and Adobe Cloud Products will be an added advantage Hands on experience in handling requirements/Issues from OS Deployment, Antivirus, Patch Management, Encryption, Vulnerability fixes, VDI, Citrix Hands-on experience in Backup & Restoration Hands on experience in handling Video Conferencing support and troubleshooting Alerts Monitoring and Actioning- Zabbix, Senaphone Data Center Monitoring and Management Core Responsibilities: Incident and Request Ticket Management - To man the queue in the Ticketing system reported by users including those Incidents automatically created due to Alarm monitoring system to ensure that everything is attended within SLA. Document Management - To handle documentation requirements such as, but not limited to, the following: Software and Hardware inventories, Trackers, Log Records, Project/Account Documentations, New Solutions to encountered issues. Customer, Vendor and Tech Services Teams Management and Coordination - TSE should ensure customer satisfaction and avoid escalation/s by proper coordination and by setting the right expectations. Coordinates with the vendor management team for vendor related concerns or escalations. Should know how to escalate with the resolving L3 teams proactively to resolve an Infra related issue and/or attend a request that needs their intervention. TSE is expected to continuously coordinate and consult with his/her peers, assigned mentor, and/or TLs for guidance Compliance to Security and IT SOP - TSE helps ensure the teams compliance to InfoSec standards. He/She is expected to be Proactive in working with the IT Governance Team for audits and regular IT security requirements. Ensure the Team's compliance on, but not limited to, the following: Antivirus, Patch Management, Asset Management, Backup Process, Datacenter Monitoring, etc. Shift and Task Management - Ensure that handover reports and tickets are properly updated and relayed to succeeding shifters Primary Skills: Troubleshoot PC hardware and software issues Troubleshoot Citrix virtual workstations Troubleshoot printing issues Triage network/internet connection issues Familiarity with Active Directory and Citrix Desired Skills: Windows Administrator - Endpoint/Desktop Support Incident and Service Request Management Good Communication skills and willingness to work in shifts Exposure in ITSM tool like BMC Remedy, ServiceNow, etc., Exposure to MAC OS troubleshooting will be an added advantage Certification: MCSE and/or CCNA Certification