IT Help Desk Technician

As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

Provide customer facing end-user support that includes:

Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

Perform Break Fix, Desk Side Support, IMACDs, Data Migration, Refreshes, etc.

Perform onsite updates, Configuration changes, or Software installations.

Provide onsite technical assistance to End Users.

Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

Provide On-call support if required outside business hours on a rotational basis

Provide Hand and Feet support for network data and voice devices

Requirements

One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.

Experience with various desktop systems, operating systems, and diverse technical environments.

Excellent customer service orientation and verbal communication skills.

Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.

Ability to install software for and troubleshoot a wide range of applications.

Analytical thinking and problem-solving ability.

CompTIA A+ certification or equivalent certification

Flexible for travelling to remote sites or cluster

Provide assistance for network relates issues

Should be able to lift weight up to 30 lbs at waist level

Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.

Testing the cables using the tester for IP phone and TDM phones from patch panel to users desk

Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool

Update the circuit inventory and vendor details for service provider to network voice team.

Coordination with local vendor for ISP , OEM, channel partner and different team.