End User

2 weeks ago

Haryana, India Sureworks Infotech Pvt Ltd Full time

**#Freepost**

**Designation**:End User (VIP Support) L2
**Location**: Ballabhgarh, Haryana
**Relevant Experience**:3-4 years of experience
**Qualification**: Graduate/ Engineering in IT background

**Key Roles and Responsibilities**:

- **Desk Side Support**

Provide onsite support services to resolve user-related hardware and software issues.
- **OS Installation and Configuration**

Install desktop/laptop operating systems as required. Add/remove hardware accessories, peripherals, and configure PCs accordingly.
- **Asset Management Support**

Maintain accurate records of machine installations, relocations, configuration changes, and communicate updates to the Asset Coordinator.
- **Standard Software Installation**
- **End-User Device Support**

Provide support for standard desktop products including laptops, desktops, printers, and scanners.
- **Emergency Software Fixes**
- **Network Connectivity**

Ensure proper LAN connectivity for all desktops/laptops in coordination with JCB local IT.
- **Remote Troubleshooting**

Perform first-level remote troubleshooting and escalate to onsite engineers as required.
- **Patch Management**

Execute patch management using tools provided by JCB.
- **Ticketing and Documentation**

Record all onsite support activities in the ticketing tool with appropriate detail.
- **Antivirus Management**

Manage antivirus software and definitions as per JCB's approved tools.
- **Vendor Coordination**

Liaise with JCB’s third-party vendors for maintenance support coordination.
- **Antivirus Monitoring**

Regularly check antivirus logs to detect and confirm resolution of any infections.
- **Printer Maintenance**

Address paper jams and perform basic servicing to ensure printer functionality.
- **Incident Identification**
- **Custom Software Support**

Install and configure customer-specific software packages.
- **Vendor Escalation**

Coordinate with vendors for escalated issues until resolution is achieved.
- **Print Queue Management**

Restart print queues in cases of service hang or print job delays.
- **Hardware Issue Resolution**

Coordinate with hardware vendors to resolve printer hardware failures.
- **User Awareness Training**

Conduct quarterly user training sessions on new technologies and devices.
- **Mailbox/Group Management**

Assist with creation of user mailboxes and distribution groups.
- **Escalation - UK Team (Admin Tasks)**

Escalate mailbox deletion, modification, or movement requests to the JCB UK team.
- **SOP Escalation**

Escalate SOP-defined issues to the JCB UK team as necessary.
- **Password Reset Assistance**

**VIP User Support (GM and Above)**
- **VIP Ticket Ownership**

Take end-to-end ownership of tickets raised by VIP users.
- **Cross-Platform Device Support**

Support Microsoft Windows, Apple macOS/iOS, and network connectivity.
- **Communication Tools Support**

Provide advanced support for Skype for Business, Cisco Jabber, Microsoft Teams, and Office 365.
- **Mobile Device & MDM Support**

Support iOS and Android devices along with MDM (Mobile Device Management) solutions.
- **Endpoint Security & Management**

Support Full Disk Encryption, Antivirus solutions, and SCCM for software delivery and endpoint management.
- **Active Directory Access Support**

Provide assistance with AD group membership and access-related issues for VIP users.

**Job Types**: Full-time, Permanent

**Benefits**:

- Health insurance
- Provident Fund

Work Location: In person

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