Onsite Support Professional_Pune

1-3 years’ experienceLooking for an Onsite Support Professional who has 1-3 years of experience to provide 1st level infrastructure support to internal employees and handle issues associate with hardware and software ( OS and application packages)Day to day tasks for an IT involve provisioning windows based end computing devices, fulfil IT requests and resolve incidents raised in ServiceNow Portal.Use remote control tools like SCCM, Remote Desktop & Remote Assistance to diagnose issues for users at different locations.Use the incident management tool to track incidents assigned. Work towards resolution of such incidents at the earliest & comment each incident appropriately and resolve as per SLA / OLA.Analyse, Diagnose, escalate level 2 issues and work with backend team.Manage end user customer satisfaction and maintain KPIs laid out.Should be willing to work in office and prolong shift as per business needs.Good verbal and written communication skills. Flexible to work in Shift.Able to work in a competitive environment and meet the KPIs productivity, quality, FTF, customer satisfaction.Experience in ticketing tool like, ServiceNow..etcGood knowledge and experience in Windows OS.Good troubleshooting skills in O365, outlook, email related services, BYOD, MDM, ..etcGood Knowledge on Skype, teams.Experience in Networking - LAN, Wi-Fi, VPN, internet, intranet, SSO…etc.Good Experience in Encryption software’s like Bit locker, Sophos, PGP...Etc.Good experience in handling all the software Installation request and issues related – Anti Virus, Citrix, Cisco AnyConnect, office applications, SCCM…etcExcellent knowledge in Hardware level troubleshooting for all Laptop’s and its hardware component fixings.Expertise in fixing and diagnosing various computer (laptop) hardware parts.Testing and assessing hardware components including circuit boards, processors, and memory cards.Testing hardware components individually and in tandem with external computer systems.Completing functionality and performance tests on the final product.Creating specifications and documents for components and completed computer systems.Collaborating with vendor and ensure the hardware functions for its intended purpose.Analytical thinking with good problem-solving abilities.Ability to work to a strict deadline.Extensive knowledge of computer hardware, software, and electrical systems.Ability to see potential problems in a system setup.Attention to detail.