Sr.EUC Engineer - Gurgaon

Expertise in End-User support, IT application first line support, good understanding of Networking relevant to end-user connectivity.

• Interacting with customers (internal/ external) and understanding their technical problems and get this resolved is a core part of the role.
• Specialist in IT technical support for installation and Troubleshooting of the Laptops/Desktops/peripheral devices/MS Windows OS/MS Office/ Local and web-based applications.
• Ability to work independently without supervision and be a part of extended AI IT Technology team
• Implement IT practices and procedures ensure compliance with IT security policies and standards.
• User sensitization and provide technical support and training to end-users as needed.
• Technically capable in finding quick fixes, workarounds, while delivering exemplary customer service.

May require travel to Air India sites across India, weekend work, shift duty and mandatory overtime when necessary.

Responsibilities

• Demonstrate Accountability and responsibility while handling any assigned tasks.
• Timely resolution of problem 
• Accuracy/Time management in resolution 
• Timely generation of reports 
• Timely escalation of Non resolved issues 
• Help and guide team, contribute to improve technical capability of the team
• Being Flexible, open to go beyond boundaries in addressing user technical issues
• Contribute to the Air India transformation journey in adopting new ideas for improving productivity and efficiency

Qualifications

BE/B.Tech (Computer Science/IT/Electronics) / BSc in Computer Science / BCA / Diploma with 2 additional years’ experience

• Good verbal and written English communication

• Holistic understanding of Enterprise IT Infrastructure environment and management

• Hands-on experience in Hardware, Software, and collaborative applications viz MS TEAMS, Outlook, SharePoint support.

• Advanced knowledge of Windows Server (2008-2019), Windows 11, Mac OS.
• Experience with workstation management system and desktop imaging.
• Experience in troubleshooting of issues related to Office 365, OneDrive, and Microsoft Endpoint Manager (Intune).
• Expertise in managing and supporting Printers in Enterprise environment.
• In-depth understanding in
  Network Switching, Routing, WAN & Office wireless connectivity
• Exposure to SDWAN / ZTNA and good understanding of Proxy
• Experience on using ITSM tools such as ServiceNow.
• Ability to logically troubleshoot issues related to various Applications

• Experience with MS Office applications (Word, Excel, Outlook)

• ITIL, CCNA and MCSE certification preferred.

Knowledge in Audio Visual setup for meeting rooms/conference rooms using MS Teams