Key Responsibilities: Provide technical support for Desktops, Laptops, MFDs, Thin Clients, VNET, Network devices, and MAC devices. Installation and relocation/migration of Desktops and other devices. Technical support for application software on Desktops/Laptops/Thin Clients/MAC devices. OS-related patch upgrades, compliance agents, and virus control. Maintain security controls for Desktops, Laptops, Thin Clients, and MAC devices. Monitor and update the latest Anti-Virus definitions and security patches for all deployed endpoints. Resolve virus infections and clean infected devices (Desktops/Laptops/Thin Clients/MAC devices). Close calls within the SLA. Manage escalation and knowledge management processes. Ensure guaranteed SLA uptime for all calls (95%). Act as the vendor coordinator for Desktop/Laptop issues. Attend and manage user calls. Coordinate and update Desktop movements (CMDB). Work with asset tracking for hardware and software asset management. Monitor and ensure SLA adherence for all calls. Troubleshoot IIS/SQL Server issues. Coordinate for security audits. Monitor print servers and generate reports on print usage
Technical support – Desktops, Laptops, MFD, Thin Client, VNET, Network devices & MAC devices, Installation of relocated /migration of Desktops & other devices Technical support – Application software for Desktops/Laptops/Thin Clients/MAC devices Technical support – O/S related patch upgrades & compliance agent & Virus control Maintenance of security controls in Desktops/Laptops / Thin Client / MAC devices Monitoring & updating latest Anti-Virus definitions & security patches for all deployed endpoints & Working on virus infected pc and cleaning the Desktop/Laptop/Thin Client/MAC devices Closing calls within SLA Escalation Management & Knowledge Management Guaranteed SLA uptime for all calls (95%) Vendor coordinator for Desktops/Laptops problems Attending and managing the user calls Coordinating and Updating Desktops movement (CMDB) Coordinating with Asset tracker for maintaining asset Management (Hardware & Software) Keeping track of SLA for all calls IIS / SQL Server issues troubleshooting Coordination for Security Audits Monitoring Print Server, generating report on Print usage on Printers
• Provide technical support for Desktops, Laptops, MFDs, Thin Clients, VNET, Network devices, and MAC devices • Install and relocate/migrate Desktops and other hardware • Support application software on various devices (Desktops, Laptops, MAC, Thin Clients) • Perform OS patch upgrades, compliance checks, and virus control • Maintain endpoint security across all devices • Monitor and update anti-virus definitions and apply security patches • Resolve virus-related issues and clean infected systems • Close service calls within the defined SLA • Manage escalations and maintain knowledge base documentation • Ensure 95% SLA uptime for all support calls • Coordinate with vendors for hardware-related issues • Track and manage hardware/software assets (CMDB updates) • Troubleshoot IIS/SQL Server-related issues • Support internal audits and security checks Monitor print servers and prepare usage repo