L2 Remote Support

2 weeks ago


Pune, Maharashtra, India BirlaSoft Full time

Major Activities for End user computing support includes:

  • Remote Install, Move, Add and Change activities (IMAC)
  • Remotely Managing Incidents (Break/ fix) activities like - Hardware, OS, Layered apps, VDI end user users and printers
  • Handling On boarding Off boarding, Miscellaneous requests for AD and messaging through Irving ITSM tool post due approval process in conjunction with Irving Service Desk team.
  • Handling Patching/ Feature updates (OS and apps) using existing Irving patching tools
  • Imaging and software distribution for desktop patches/softwareusing existing Irving tools.
  • Software Break Fix Support
  • Interface with hardware vendors for planning and problem resolution
  • Remote troubleshooting of hardware for PCs, End user compute devices & Peripherals within scope.
  • Remote Configuration & Troubleshooting of VPN client or other IT clients (antivirus client, collaboration, etc.)
  • Remote troubleshooting of user software which includes desktop productivity software (MS Office), messaging and collaboration (O365, Teams etc.), connectivity (VPN), antivirus and specific business software.
  • Co-ordinate with J D Irving's on-site technicians where remote resolution is not possible
  • Ticket Logging, Update the call, Knowledge Management updating, Account Creation, Deletion, Terminations, Modification
  • Coordinate with third-party vendors to resolve hardware problems, as required
  • Initiate, update, and close Incident tickets in the Service Management system
  • Verify InTune connector status
  • Review new features of InTune
  • Remote video conferencing health check
  • Check Red Cloak and Sentinel One client health as per security team instructions

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