Infrastructure and Helpdesk Officer

Reference Code: 92608**Infrastructure And Helpdesk Officer**:

- Richemont- Delhi, DL, IN- Fixed TermRichemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

**JOB TITLE **IT** **Infrastructure and Helpdesk Officer / FST

**REPORTING TO** IT Manager - India

**LOCATION **RIPL Office - Aerocity, New Delhi

**MAIN PURPOSE**

This is a dual role that combines IT helpdesk and Infrastructure functions.

The helpdesk function is to ensure proper computer operation that includes receiving, prioritizing,

documenting, and actively resolving end user help requests so that end users can accomplish business tasks.

The infrastructure function is to ensure proper maintenance of systems that includes Installing, configuring, maintaining & monitoring all IT infrastructure solutions.

Customer service & communication skills are vital to this role and it is requires to have strong understanding of IT infrastructure domain.

**KEY RESPONSIBILITIES**

The Infrastructure and Helpdesk Officer /FST will ensure that all below responsibilities are aligned with the Group IT policies, strategy and directives.

**Essential Functions: Infrastructure Maintenance**
- Install, configure, maintain & monitor all end-user hardware (PC, printers, barcode, iPhones, Etc).
- Control Monitoring like meeting rooms (daily, weekly, and monthly control reports)
- Document technical knowledge in the form of notes and manuals, KB’s, SOP’s etc

**Essential Functions: Helpdesk**
- Perform as the first point of contact for all end user IT assistance issues / requests.
- Maintain Records for all requests, track until resolution and archive for future reference using company helpdesk tool (ServiceNow)
- Resolve all first level IT assistance requests in following areas.- Technical knowledge of handling 1st level of Service Support
- Basic support on in-house Business Applications system (AS400 platform, SAP Gemini)
- Office365 (Word, Excel, PowerPoint, Outlook)
- Account management (account unlock/password reset)
- Windows W10 Enterprise (knowledge in installing and imaging of new computers)
- Configuration and maintenance of multifunction Printer (HP, Xerox, Etc.)
- Remote access tools (MS Teams & Beyond Trust)
- One drive, SharePoint and MS Form knowledgeable
- Audio & Video Conferencing (MS Teams) End user troubleshooting
- Diagnosing and fixing network problems and hardware or software faults
- Laptop / Computer general usage
- Network (WIFI/LAN) & VPN troubleshooting
- Active Directory (Server and Client access)
- End user level Proxy management
- Windows File server management (access rights, folder modification, etc)
- Mobile iDevices (iPhone, iPad, Etc.)
- Cisco IP Phones, Alcatel IP Phones
- Escalate IT issues for resolution where appropriate and in accordance with the Helpdesk policy.
- Communicate service outage / disruption notices to users that are affected by the outage.
- Experienced as a team player and committed to ensure the business continuity & support
- Follow the SLA for issues with respect to the priority of the issues & to achieve KPI’s
- Meet end-user to resolve his/her support request if required

**DIMENSION**:

- **Geographical area under responsibility**: India
- **Headcount supervised: 0**

**Education**:

- Graduate degree from an accredited institution in Computer Engineer or Information Technology

**Required experience**:

- 3 to 5 years recent experience in a ServiceDesk and /or Technical Support administration role.
- Industry certifications like MCSE, A+, ITIL and CCNA/CCNP are preffered
- Knowledge in PABX/Voice solutions (VOIP) will be an added advantage

**Personal skills**:

- Effective presentation skills and strong business awareness
- Self-motivated, disciplined, good inter-personal and communication skills
- Proficiency in written and spoken English
- Problem-solving and critical thinking under pressure, time management skills and multi-tasking
- Proven work experience as a technical or service desk support Engineer or similar role
- Willing to have flexible working hours / to work over time and weekend support when needed.

**Others**:

- Valid driving licence in India will be an added advantage

**Working House**:

- 9:30 AM to 6:30 PM (Monday to Friday)
- Saturday and Sunday Off
- Extended hours/Weekend support is expected for emergencies and business critical issues

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