Lead-IT Support/ Desktop Support Engineer

2 weeks ago

kochi, India Mantle Solutions Private Limited Full time

Lead-IT Support/ Desktop Support Engineer

Job Title: Lead-IT Support/ Desktop Support Engineer
Location: Lulu Cyber Tower 2, Infopark, Cochin
Experience:7-9 years of work experience in the field of IT support
Qualification: MCA/ B.tech-Computer
IT certifications like CCNA, RHCE will be an added advantage
Duties And Responsibilities
Looking for a well-qualified lead with 7-9 Years of experience in governing a team, provide guidance and team mentoring, also have hands-on experience in creating high level reports. Provides IT support through phone, tickets, and chat to workforce. Support to include timely resolution of problems of moderate scope involving laptops/desktops, mobile devices, and applications.
Responsibilities
•Prioritize, diagnose, and resolve computer problems and user requests in a timely manner
•Provides ticket status updates to management and end-users.
•Assist staff with installation, configuration and troubleshooting of hardware, including desktops, laptops, peripherals, network, and server equipment
•software packages; including operating systems, desktop software and custom applications
•Phones, Audio/Visual equipment, and Skype clients
•Provide support for networking and application issues; escalate complex and unresolved problem to the top-level support team
•Record, track and maintain regional IT asset inventory in the asset management system
•Collect equipment from departing employees and add it to the tracking database
•Provide training to users related to desktop products
•Liaise with external service and support technicians, as and when needed
Job Requirements
•The candidate should have strong experience in supervising team resources, mentor resources for new issues or advancement in the organisation.
•The candidate should possess good knowledge of debugging skills in the Windows / MAC environment, along with experience supporting Unified Communications products.
•Working knowledge of Remote Working / Mobile Computing.
•Working knowledge of Windows Active Directory Users and Computer.
•Candidate should be able to create team level quality metrics and reports like Call and Chat handled/Dropped, review incidents, also should be able to create management level reports for SLA, Call / Chat Volume (AHT).
•Conduct regular technical refreshers with the team, provide feedback to the team members on improvement areas.
•Good understanding and experience of Windows Active Directory Services and Exchange email tools preferred.
•Good experience and knowledge of LAN/WAN, including TCP/IP and DHCP are preferred. Knowledge of UNIX, technical writing, MAC Operating System, networking and/or Cisco Unified communications tools a plus.
•Must be able to communicate clearly in person, in writing and over the phone. Patience and politeness in handling customer calls is very critical. Requires strong interpersonal skills and attention to detail.

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