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