On-Site - Deskside Support (DSS) - Relocation Assistance Available

Job Description:

• Help users with Walkup requests to provide support on hardware / software / network problem diagnosis / resolution
• Accurately test, identify, repair, resolve and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless)
• Troubleshoot and resolve software issues
• Ability to install, configure, reconfigure or reinstall software including remote support
• Reimaging computers/hard drives in accordance with customer standards
• Perform asset inventory activities to maintain accuracy
• Route problems to respective resolver groups
• Basic understating of Windows OS , MS Office and Networking
• Use ticketing system to document, manage problems, work requests and their respective resolutions and circumventions
• Work closely with DSS peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork
• Work closely with different resolver groups to obtain technical knowledge and to permanently solve chronic problems
• Training: Be willing to participate in on the job training designed to enhance skills and support capabilities

Eligibility, Knowledge, Skills & Experience:

• 1-2 yrs of University education post High school (A.S. or Diploma) and Google IT Support Certificate or Google Data Analytics Certificate
• Should be able to carry IT equipment (approx 30 lbs like desktops, monitors, switches , routers, phone and VC equipment’s, etc.)
• Support experience with problem solving involving hardware, software, and networks is preferred
• Disciplined, systematic problem-solving skills required

• Hands-on work experience with the following:
  • Windows Operating systems - Windows 10
• Remote desktop connectivity applications
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
• MS Outlook:
  • Configuring the MS Outlook - via Exchange or POP
  • Making Calendar entries - setting up meetings
  • Sharing of calendar address book and contacts.
  • Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
  • Setting up Rules in MS outlook
• Internet Troubleshooting:
  • Knowledge of the working principles of DHCP and DNS.
  • Setting up/troubleshooting wired and wireless connections.
  • Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
  • Troubleshooting internet explorer issues - like secured sites not opening
  • Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Basic knowledge of ITIL processes
• Willing to work in 24 x 7 operations