· L2 Tech support - Site Migrations Associate need to be citizen of the country and needs to work from customer site (all 5 days a week)
· Provide break/fix support for desktops, laptops, and peripheral
· 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 users 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 SLAs 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.
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