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Desktop Support Technician

5 months ago

Mumbai Maharashtra, India Ixora global services pvt ltd Full time

**Technical Support II, IT Operations**

**Summary**

**Key Duties and Responsibilities**
- Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA &Ticket Analysis for deskside scoped equipments.
- To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling.
- Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
- Hardware - expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc.
- Software
- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
- Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions
- Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time updates to the BRC team.
- Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management
- Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
- Manage BCP testing & failover by completing/coordinating checkouts on the floor.
- Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
- Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
- Raise change requests with supporting artifacts as defined in the process.
- Installation of PGP encryption software on all the desktop/laptops to ensure compliance.
- Achieving and Maintaining high IT VOC scores from operation teams.
- Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.
- Excellent Team Management, Team Motivation & Development skills

**Qualifications and Experience Required**
- 1+years’ experiencesupporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
- Bachelor’s degree/diploma in Computer Science required.
- MCSE or similar certifications preferred.
- Hands on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
- Troubleshooting /Problem resolution, Incident Management&Customer Service skills
- Team Work& flexibility to work overtime as needed

**Job Type**: Temporary
Contract length: 3 months

Shift:

- Day shift
- Night shift

**Education**:

- Diploma (preferred)

**Experience**:

- IT: 1 year (preferred)
- total work: 1 year (preferred)

Work Location: In person

Expected Start Date: 25/08/2024