IT Technician

**Description**
**Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company’s 42,000 employees support vital missions for government and commercial customers.

Working for Leidos gives you the opportunity to be part of a culture that welcomes collaboration and rewards innovation. You will embark on a journey where commitment to the business, your colleagues and our customers are at the forefront of everything you do.

Based in our Pune office in India the Desktop Support team are responsible for providing 2nd line day to day desktop support (both software and hardware), plus supporting our remote users based t airports and offices around the Indian Subcontinent; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards.
- Investigating issues logged by users on the helpdesk
- Ensure the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress.
- Ensure helpdesk tickets are prioritised based on business impact and are dealt with in a timely fashion.
- Escalate support incidents when necessary and in a timely and consistent fashion.
- Identify common issues and investigate / implement long term fixes, rather than piecemeal ‘workarounds’.
- Ensuring that standards and procedures are followed.
- Daily maintenance including backup checks and reporting
- Ensure that Infrastructure Services standards and procedures are followed i.e. backups are checked and reported on daily and issues identified are investigated.
- Perform user account management as part of the starter / leaver process
- Perform account creation and deletion tasks as required; ensuring that standards and procedures are followed.
- Contribution to central Infrastructure Services documentation and information repository
- Continuously adding new articles / information to the Infrastructure Services documentation and information repository and updating existing information as necessary over time.
- Support and assist with Infrastructure Services projects when called upon
- Ensure software licensing policies are followed at all times.
- Liaise with the Asset Manager to ensure correct asset registration and assist in stock control

**Skills required for this Role**:
The Helpdesk and onsite support would include:

- Support Calls
- Help desk
- Onsite Support
- PC imaging and Setup for New Users
- Daily System Checks, such as Backup and Data Analysis

**Essential Skills & Experience**
- Windows Desktop Operating System
- Basic Networking / TCP IP / Broadband Setup
- Remote Desktop
- Microsoft Office
- Virtualisation Technologies
- Experience in a technical support role, ideally second line / customer-facing
- Experience in communications and interfacing peripherals to computer hardware
- Excellent communication skills in English, both spoken and written
- Proven ability to learn about new and complex products and services quickly
- Able to demonstrate analytical and creative problem solving skills
- Ability to produce clear, concise, technical reports
- Proven team player
- Ability to work unsupervised in a remote office

**Will be responsible for**:

- International Corporate couriering
- Laptop Imaging and profiling
- IT Inductions for Pune Office and wider Indian Subcontinent
- Control of Indian Mobile Phone estate
- In-Country support for engineers based at Airports
- Desktop support for 40+ Pune based office workers
- Control of Corporate IT Stocks and spares held for users in the Indian offices and customer sites
- Local Assistance for updates and patching (including UIP and other larger upgrades)
- Support the onsite printing solution

**Qualifications required**:
TBC - Local Standards will be applied.

Bachelor’s Degree in Computer Sciences or IT Engineering

Or 5 Years equivalent of IT Experience

**Pay Range**:
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.