Technical / Functional Skills
- L2/L3 desktop support
- Excellent analytical & troubleshooting skills
- Good knowledge in desktop operating systems and troubleshooting issues.
- Experience working on any Helpdesk tool is an added advantage.
- Strong communication skills, Good Personality / Present ability
- Hardware and Network troubleshooting, OS(MS Platform).
- LAN Networking (Client side), Client side Mail system(MS Outlook),MS Office and other Industry standard applications
- Audio Visual Devices Setup, Support and troubleshooting
- Experience in managing VIP clients
- Printer Support and Troubleshooting.
Device Validation
- Visual inspection of devices as requested
- Serial number validation
- Device Inventory capabilities and physical comparison to inventory lists
Basic troubleshooting and repair of IT equipment failures
- Power on/power off devices
- Relay LCD readouts
- Reset Remote Management connection ID’s and Passwords
- Reseat cables
- General Troubleshooting and visual verification to assist remote troubleshooting efforts
- Test and troubleshoot problems
- Check power connections
- Provide feedback on console display (e.g. stop errors, blue screen, etc.)
- Assist with disaster recovery activities in the event of a complete system failure
- Assist with recovery of data center and equipment related to planned and unplanned power interruptions
- Identify and report audible errors and system failures
- Install and connect crash cart
- Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident
- Responsible to independently manage the site location assigned , provide remote support
- Manage end to end life cycle for devices such as Laptop , Desktop , Thin clients , Mobile Devices , IP phones , Printers etc
- Has knowledge to work with tools such as Remote Management , SCCM , Service Now to execute day to day activities
- Execute IMAC and Breakfix activities within SLA’s and as per customer satisfaction
- Support data back and transfer activities for user during Breakfix , migration and refresh with utmost care and accuracy
- Proactively ensure client devices are not vulnerable, and updated with the latest security patches and antivirus definitions
- Ensure adherence to the processes defined
- Should be flexible to adapt to the TCS work culture
- Is good Team player to work collaboratively with other team members
- Take additional responsibilities and Proactively work towards identifying opportunities for improvements in process , service delivery , technology , customer satisfaction and effort & cost optimization
- Good Customer/Vendor handling skills