Job Title
Technical I, IT Operations (TCF)
Job Description
Provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. Technical Support I, IT Operations (T10)
**Job Code - **JT0022
Position Summary
Provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.
Key Duties and Responsibilities
-
Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments.
-
To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling.
-
Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
-
Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc.
-
Software- OS level troubleshooting in Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
-
Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions
-
Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time updates to the BRC team.
-
Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management
-
Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
-
Manage BCP testing & failover by completing/coordinating checkouts on the floor.
-
Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
-
Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
-
Raise change requests with supporting artifacts as defined in the process.
-
Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
-
Installation of Encryption software on all the desktop/laptops to ensure compliance.
-
Achieving and Maintaining high IT VOC scores from operation teams.
-
Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.
**Qualifications and Experience Required **
-
4.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
-
Bachelor’s degree/diploma in Computer Science required.
-
MCSE or similar certifications preferred**. **
-
Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.
-
Troubleshooting MS Office package 2010 and above
-
Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
-
Excellent Team Management, Team Motivation & Development skills
-
Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
-
Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is required
-
Flexibility to work overtime as needed
Location:
NLD Enschede - Brammelerstraat 8
Language Requirements:
Time Type:
Full time