deskside support engineer ( IT Support)

Mô tả Công việc
Management of site/accounts SLA, SLO with IT stakeholders and business operations.
Deliver efficiencies by contributing to Global Projects including automation by tracking & completing site-specific actions/projects on time.
Onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements & capturing new client requirements to work with the solutions teams & get it implemented & manage client visits
Coordinate with the FM team for site-specific requirements related to UPS, Gensets, DC access etc.)
Hands-on experience on End-user computing devices like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware and software aspects.
Hardware - expertise in identifying & replacing faulty components for deskside, servers, Video Conferencing equipment etc.
Software- OS level troubleshooting in Win 10 & Win 11, MS Office 2013 & Above package, Outlook config, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco, Avaya, and IP phones.
Hands-on handling of IT Ticket resolutions on ITIL-based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensuring 100% contract compliance.
Troubleshooting & co-ordination for high impact/severity issues & communicating real time updates to the related team.
Excellent knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills like Ping & Tracert Analysis, End user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting etc., Hub room and Data Center Structured Cabling.
Installation of encryption software on all the desktop/laptops to ensure we are compliant to IT & Customer security policies.
Managing Local DNS/DHCP/File server/Firewall for day-to-day operations to support Business.
Ensure patch deployment on desktops, compliance management are up to date.
Achieving and Maintaining high IT VOC scores.
Identify & report possible/potential exposures that may lead to fraud/non- compliance. Ensure 100% compliance to IT & business processes & org policies.