Job Details
Must Have Technical/Functional Skills
Providing day-to-day technical support to employees for a range of hardware and software related systems.
End to end depot support to all IT client devices,operating systems and applications. Inventory mgmt., setup & configure, repair, OS & app installation, troubleshooting, shipment, return shipment processing by following company standard operating procedures
Provides effective and timely resolution of users problems, queries, or complaints.
Assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. Provide data backup support
Break/Fix Services and Warranty Repair: Support for all major OEM devices (including Lenovo, Apple, Dell, Toshiba, HP, Fujitsu), A+ certified technicians, same day repair capabilities, and global parts sourcing.
Usage of provided tools in an effective manner.
Strong customer-oriented attitude and interpersonal skills
Excellent written and verbal communication skills
Proven working experience in installing, configuring, and troubleshooting Windows based systems and non-windows environment / open systems.
Excellent problem-solving and multi-tasking skills
Experience in IT documentation and inventory management
Experience in IT procurement process and vendor management
A self-starter, able to work independently and resourceful in exploring out of box solutions
Resolving network issues.
Speaking to customers to quickly get to the root of their problem.
Providing timely and accurate customer feedback.
Willing to be flexible and understandable on organization requirements.
Willingness to take proactive measures and excellent interpersonal skills, and be a great team player.
Understand the ongoing changes in process and technical updates and adhering to the same as per requirement from organization and customer.
Following up with clients to ensure the problem is resolved.
Managing multiple cases at one time.
Testing and evaluating new technologies.
Conducting electrical safety checks on equipment.
Certification in Microsoft, Linux, or Cisco is advantageous.
Prior experience in tech support, desktop support, or a similar role.
Proficiency in Windows/Linux/Mac OS.
Experience with remote desktop applications and help desk software.
Roles & Responsibilities
Break/Fix Services and IT asset Repair
Device Management:configuration, global deployment, break fix, and end user support of digital health and mobile devices.
Asset Build and shipment (New & Upgrade)Build PCs as per standards and process and process for handover (follow standard delivery methods)
Asset & Inventory ManagementEnd to end inventory management of all end client equipment.
Asset Return ProcessingFollow standard procedure to process the return of all equipment.
Mac book Support - Follow standard procedure to manage and support Mac books.
Adhere to SLA and Metrics that are required to meet. Understand and work according with contractually agreed scopes along with ongoing changes (process & Technical) in operational support
Knowledge Base and SOP document creation and update on regular basis as and when asked.
Follow standard ITIL process by aligning with customer requirements and organization standards.