L2 Tech support - Site Migrations

Mandatory Skills:

1. Windows OS, hardware Troubleshooting.

2. ITSM(ServiceNow, Remedy, etc.).

3. Installation and Configuration of desktops, laptops, mobile devices, printer and associated Peripherals and related Software.

4. End user support.

5. Ticket resolution.

6. Technical support, incident & problem management.

7. Knowledge on- Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations, Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall, O365

Key Responsibilities:

Provide break/fix support for desktops, laptops, and peripherals

Re-image devices and reinstall/configure applications as needed

Troubleshoot Windows OS, hardware, and enterprise applications

Coordinate with third-party vendors for escalations and hardware replacements

Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.)

Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.

Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.

PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user’s existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.

Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.

Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations

Provide onsite and remote technical assistance to End Users.

Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP’s)

Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

Good understanding of O365 and related support activities

Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall

Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool

Experience of working within SLA's and ITIL processes

Effective written and verbal communication skills

Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.