Job Description
Primary duties:
Manage and drive the L1 team to achieve the SLAs for the cluster of sites allocated
Provide technical support/guidance to L1 team, whenever any issue gets unresolved or delayed
Attend VIP tickets
Manage the SLA & Service owner, Monitor the quality of tickets
Core skill set:
Five to six (5-6) years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
L2 Level experience in installing, technical troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.
Certified on Lenovo Desktops, Apple MAC & Linux devices
Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction-based activities at sites.
Ability to lift / move computer equipment weighing up to 50Lbs.
Expert in desk side support and PC break/fix including basic administration of Windows O/S and MAC OS.
Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
Smart hand support for peripheral and networking hardware, including, but not limited to
monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under Smart Hands capability.
Ability to troubleshoot issues with systems and networks using good deductive reasoning skill and troubleshooting & resolving issues related to end user network cabling.
Experienced in repeat call analysis and developing preventive actions
Experienced in Problem management
Excellent written and oral communications skills with clients and management as well as people skills.
Ability to work with deadlines and complete tasks on-time. Takes pr
