Sr. Technical Representative

Job Description

The Deskside Support Engineer I provides end user support across the organization s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments. To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling. Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects. Hardware - expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc. Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones. Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time updates to the BRC team. Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements. Manage BCP testing & failover by completing/coordinating checkouts on the floor. Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance Location: IND Bangalore - Manyata Blk D4, 1st Flr Language Requirements: