• 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.
• Experience in installing, technical troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.
• 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/Linux OS (preferred) and Mac OS/Apple device troubleshooting.
• 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.
• Experience supporting RF devices troubleshooting and configuration, Thermal and Zebra printers
• 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 proactive ownership and works with sense of urgency
• Mobile Device Management –(MDM tools Mobile iron & Intune) - setup devices for email, RSA authentication, VPN connectivity and troubleshooting.
• Good understanding and troubleshooting of Apple devices and apps.
• Knowledge on VDI, SCCM/ LAnDesk/ Altris, Skype for Business, OneDrive.
• Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.
• Experience of ticketing tools (ServiceNow),
Non-Technical Good Customer management skill, Good in oral and written communication, Bilingual resources where primary language is not English Able to interact and work with customer at different levels. Self- Driven and result oriented. Really passionate about the work.
