Associate Technical Analyst

Job Description for Technical Analyst: -

Job Profile

Deskside Support L-2 (End User Services). The Technology support engineer will be working within a team structured to provide world class IT services to clients. The team will provide a full range of IT related services onsite, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile / IOS devices.
Support Engineer provides face to face user support at the Tech Lounge and troubleshoot issues for the IT products and services and manage the incident/request queue for the Tech lounge assignment group. Support Engineer must have extensive knowledge of Service Now tool and IT Services.

Experience TA

3-6 years’ experience in Desktop or Help Desk Support to domestic and international users.

Experience ATA

1-3 years’ experience in Desktop or Help Desk Support to domestic and international users.

Education

BE/BCA/BSC

Skills

Knowledge of Service Now ticketing or any other ticketing tool

Office 365 knowledge for preparing of reports and dashboards

Expert in Microsoft Window 10 and other Client level Operating System

Troubleshooting and administration of Citrix XenApp/XenDesktop or VDI

Configuring & Troubleshooting MS Outlook

Install, upgrade, support and troubleshoot, Windows 10 or any higher OS and Microsoft Office, O365 , MFA and other authorized desktop applications

Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues

Rolls & Responsibilities

Address user tickets regarding workstation hardware, software, networking and Support Software Applications

Hardware/Application Break Fix - Laptops, Desktops, VOIP, timely coordination, resolution, communication

Asset Management and record keeping in Service Now

Office 365 knowledge for preparing of reports and dashboards

Escalate issues and involve experts wherever required to resolve issues as quickly as possible

Independently resolve tickets within agreed SLA of ticket volume and time

Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

Direct unresolved issues to the next level of support personnel

User account administration, i.e., account creation or management and password resets, profile setup etc..

Vendor Management & Coordination

Conduct remote troubleshooting

Good Problem-solving skills & Ability to multitask

Able to work in 24*7 rotational shifts as per business need

Raise awareness on End User Technology Products & Troubleshoot related issues

Provide Hardware support - PCs, Laptops, Thin Clients, Mobile or Tablet

Focus on providing customers with best-in-class support experiences

Password resets, dbiOS, Remote Access etc..

Product Demo & Support Events, Provide guidance and training to customers on current technology and IT policies

Incident / request handling through Service now tool / ITSM

Deployment and decommissioning of new hardware

Loan IT asset / accessories for end users

Handling BYOD / Personal devices

Knowledge article and New Submission request Process

Data Preservation      

Acknowledge and address all customer queries, requirements and needs with patience and empathy

Provide onsite hands-on technical support and insightful advice to customers

Educate customers on new technology and processes to enhance technology adaption

Manage customer expectations to enhance the overall IT support experience

Keywords

Desktop Engineer.

Deskside support engineer

Technical support engineer

Desktop EUC L1 and L2 Engineer (End user computing)

Desktop Support Technician

Engineer Customer support