This position assists users with technical support for desktop/laptop computers, applications, printers and related technologies.
Provide hardware / software / network problem diagnosis support/resolution to end users located onsite.
Wi-Fi support and Mobile Device support.
Assists users with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
Basic phone system support of desk phones and other ancillary telecom hardware and software; Data networktroubleshooting and support including campus MDF, IDF and hardware/connections servicing campus.
Coordinate and manage relationships with support teams that provide support for hardware / Software / network and otherinfrastructure problem issues.
Setup, configure, and support for video conferencing as provided in campus conference rooms and classrooms.
Works with vendor support contacts to resolve technical problems.
Works with service desk as appropriate to determine and resolve issues faced by end users.
Respond to support requests from service desk, users and otherinfrastructure teams.
Use the Ticket Tracking System (HPSM) to document and manage Incidents, Service requests, problems and their respective resolutions and avoidances.
Backing up/restoring user profiles, e-mail and Apollo work related documents.
Training: Be willing to participate & provide training to the service desk team to help enhance skills and support capabilities.End user training on software and technology related items; Guidance to students and faculty on the use of Apollo technology.
Create Knowledge base articles to track appropriate knowledge.
Ensure all escalated tickets are handled and resolved with high customer satisfaction and with Tickets aging in control.
Work on Reporting, generating day to day reports, Adhoc reports as and when required.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Coordinate desktop changes to avoid deployment collisions.
Performs upgrades and general preventive maintenance tasks as directed to ensure the longevity of equipment.
Collaborate with campus leaders and IT Operations staff to provide technologysupport for regional projects or events.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Ensures that end user?s computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
Assist in user/hardware movement and branch relocations.
Performs work in compliance within specified warranty requirements.
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.
Escalate the issues to proper tier 3 support team when the restoration is beyond the scope and all resources are exhausted.
Develop trends by monitoring and analyzing incoming incidents or service requests.
Willing to travel to remote sites to provide support as and when required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows 7, Windows XP etc.
Servers: Windows2000, Windows2003 etc.
Basic Knowledge of Active Directory, Exchange 2003/2007.
ITSM ticketing tools such as Remedy, HP Service Center.
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
A+ certification would be an added advantage
Internet browsers (e.g. Explorer, Chrome, Firefox)
PDA, Blackberry, Apple device support.
Adobe Acrobat and other common desktop applications like Winzip, etc.