L2 Remote Support
2 weeks ago
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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