DSS Lead

Location: Malabar

Data Center Technician exp mandatory

Responsibilities:

-

• Experience in manage a team of Deskside support Engineers and Adhering to SLAs
• Experience in Managing Deskside Support Team
• Good Customer Handling Skills and act as Single Point of Contact
• ITIL Processes awareness and adhering to
• Reporting to the Service Success Manager / Delivery Manager
• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
• Troubleshooting technical issues
• Ensuring that the 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 & Remedy
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
• Improves and maintains customer and employee satisfaction
• Performing asset inventory activities as needed
• Create documentation for process and procedures
• Break-fix, troubleshoot and resolve software issues;
  Reimaging computers/hard drives
• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Technical Requirements

Required Skills /

Qualifications:



• Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer

• Strong Microsoft Operating System installation (Win
11/MAC) and troubleshooting skills

• Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter Equipment's/Devices

• Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)

• Strong desktop support knowledge including hardware, software, and networking concepts

• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

• Good knowledge of MAC OS, IPAD and Android devices

• Knowledge in windows Image build process and SCCM deployments.

• Basic understanding of Audio/Video equipment and conference room setup

• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools tool. Escalations

• Troubleshoot and assist end users with mobile device setup, activations and performance issues.

• Handheld - Blackberry, Android & IOS support knowledge

• Strong Customer service skills

• Strong written and verbal communication skills

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE (Including MS Project and Visio)

- Should have a great customer handling skill

- Able to handle unforeseen situations

- High level of acceptance

- Can drive HCL's value and its methodology

Other Skills / Experience

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required.

Excellent trouble-shooting skills

Must Have experience in Providing smart hands support for Network and Datacenter Equipment

Years of Experience

• Min 5+ years' experience in a similar position Work in similar technical profile.

Certification Preferable

A+ Certified