Technical Support Engineer

Job Description:

• Adhering to SLAs

• ITIL Processes awareness, Service now or Remedy ticketing knowledge

• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

• Troubleshooting technical issues

• Ensuring that the processes are adhered to Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

• Performs repairs on computers, laptops, Hand held devices, printers and any other authorized peripheral equipment

• Improves and maintains customer and employee satisfaction

• Create documentation for process and procedures

• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

Required Skills / Qualifications:

• Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

• Strong Microsoft Operating System installation(Windows 7/Windows 10) and troubleshooting skills

• Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/Devices

• Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)

• Strong desktop support knowledge including hardware, software, and networking concepts

• Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

• Good knowledge on support IOS, Android devices

• Knowledge in windows Image build process and SCCM deployments.

• Basic understanding of Audio/Video equipment and conference room setup

• User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.

• Troubleshoot and assist end users with mobile device setup, activations and performance issues.

• Handheld – Blackberry, Android & IOS support knowledge

• Strong Customer service skills

• Strong written and verbal communication skills

Soft Skills:

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE (Including MS Project and Visio)

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL’s value and its methodology

Other Skills/ Experience:

• Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required. Excellent trouble-shooting skills

• Experience in providing smart hands support for Network and Datacenter Equipment desired