DSS Lead

Data Center Technician

Responsibilities:

• Experience in managing 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 4 years 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