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Technical Onsite Support

3 months ago

Gurugram, India Hemmersbach Full time

Your skills

Three to four (3-4) years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warra Hands on experience in installing, troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications. Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction based activities at sites. Ability to lift / move computer equipment weighing up to 50Lbs. Skilled in desk side support and PC break/fix including basic administration of Windows O/S. Experience with Anti-spyware and Anti-virus software. Some usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP. Ability to troubleshoot issues with systems and networks using good deductive reasoning skills.

Your Tasks

DESKSIDE SUPPORT SERVICE DESCRIPTION

Deskside Support Services are the activities associated with the provision, dispatch and management of Services provided at the physical workplace of the Authorized User, or other such location designated. Contribute to the development and documentation in the Operations Manual Onsite Technical Support procedures that meet requirements and adhere to defined policies; Maintain and track in CMDB spares inventory levels to meet required Service Level when a Service Request ticket is being opened Coordinate with the Service Desk and all other necessary support organizations to manage all On-Site Support requests to Resolution and closure Coordinate with End-User or other site staff to schedule On-Site Support visit in response to an incident or IT Service Request including security remediation services Dispatch appropriate Level 2 technician(s) in response to an incident or IT Service Request Troubleshoot, diagnose and resolve incidents for devices, including removing and/or repairing physically broken or inoperable Hardware. Conduct appropriate tests of repaired Hardware to ensure the device is operating appropriately; Obtain End-User acknowledgment for completion of IT Service Request Provide data recovery services for failed Endpoint devices. This will be a special support service; Perform Application client installation Support in preparing and executing the necessary, desktop or operations(e.g., Testing batches after creation to automate/industrialize the installation of the Application client) Support to develop, document, keep up to date, at least quarterly, provide to client for approval and where client approves the same, maintain in the Policies and follow Deskside Support Service procedures that meet requirements and policies Ensure the availability of sufficient suitably trained (technical solution, procedure and culture), skilled and qualified Desk side Support staff at all the Service Locations, with continuity of support staff that is measurable. Deliver Desk side Support Services as detailed in approved procedures not limited to but including Incident resolution where remote resolution wasn't possible Request fulfillment delivery where a physical presence is required Onsite IMAC delivery Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability. Good written and oral communications skills with clients and management as well as people skills. Ability to work with deadlines and complete tasks on time.

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.