City Of London, England
Job Summary
Adhering to SLAs. · ITIL Processes awareness and adhering to ITIL process workflow. · Reporting to the HCL Track Lead / Team Lead. · Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues · Ensuring that the IT processes are adhered to · Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. · Tracking work tickets on ITIL based ticketing system like Service Now. · Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues. · Performs repairs on computers, laptops, printers and any other authorized peripheral equipment · Coordinates with IT vendors and ensures the site is up an running. · Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site. · Improves and maintains customer and employee satisfaction · Performing asset inventory activities as needed · Create documentation for processes and procedures of day-to-day work. Creating KB articles. · Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc. · Providing frontline customer Support, including hardware and software troubleshooting and diagnosis. Required Skills / Qualifications: · Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer · Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills. · Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices Strong knowledge on Mac OS, and building of Mac machines, and pushing applications via Mac servers · Strong experience in troubleshooting MS office, O365 (Outlook, Word, Excel, PowerPoint etc). · Strong desktop support knowledge including hardware, software, and networking concepts · Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds. · Good knowledge of iOS, Android OS, rugged devices (tablets and iPads). · Knowledge of windows Image build process and SCCM deployments · Good knowledge in handling RF scanners, industry level label printers (Zebra, etc) · Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc · Experience in handling managed print services , corporate / network printers. · Good understanding of Audio/Video equipment and conference room setup. · Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists. · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. · Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge. · Strong Customer service skills · Excellent communication and conversation skills (Verbal and Written) and good documentation skills. · Able to handle unforeseen situations. · High level of acceptance · Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets. Additional Responsibility · Might need to travel to other sites based on demand and requirements. · On-call requirement for P1/Urgent issues outside regular support hours (local business hours). · Handle operations and customer requirements as per process and agreed SOW. · Possible rotational shift
Key Responsibilities
Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues · Ensuring that the IT processes are adhered to · Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. · Tracking work tickets on ITIL based ticketing system like Service Now. · Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues. · Performs repairs on computers, laptops, printers and any other authorized peripheral equipment · Coordinates with IT vendors and ensures the site is up an running. · Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site. · Improves and maintains customer and employee satisfaction · Performing asset inventory activities as needed · Create documentation for processes and procedures of day-to-day work. Creating KB articles. · Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc. · Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Skill Requirements
Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer · Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills. · Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices Strong knowledge on Mac OS, and building of Mac machines, and pushing applications via Mac servers · Strong experience in troubleshooting MS office, O365 (Outlook, Word, Excel, PowerPoint etc). · Strong desktop support knowledge including hardware, software, and networking concepts · Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds. · Good knowledge of iOS, Android OS, rugged devices (tablets and iPads). · Knowledge of windows Image build process and SCCM deployments
Other Requirements
Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc · Experience in handling managed print services , corporate / network printers. · Good understanding of Audio/Video equipment and conference room setup. · Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists. · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. · Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge. · Strong Customer service skills · Excellent communication and conversation skills (Verbal and Written) and good documentation skills. · Able to handle unforeseen situations.
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