Desktop, network, telephony, and application support
Troubleshoot and repair computer systems
Incident management and rca
Provides end user support across the organization’s desktop, network, telephony, and application(s) environment, maintaining, analyzing, troubleshooting and repairing/replacing/upgrading computer systems, hardware, software, and computer peripherals
Job Summary
Provides end user support across the organization’s desktop, network, telephony, and application(s) environment, maintaining, analyzing, troubleshooting and repairing/replacing/upgrading computer systems, hardware, software, and computer peripherals.
Ensures compliance & security for the site, maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
Oversees and manages a team of 5-10 people, scheduling work hours & shifts, providing real time feedback on resource performance, assisting in hiring activities, providing reports & updates to management.
Matching Summary
Provides end user support across the organization’s desktop, network, telephony, and application(s) environment, maintaining, analyzing, troubleshooting and repairing/replacing/upgrading computer systems, hardware, software, and computer peripherals.
Skills & Requirements
Must-have
Desktop, network, telephony, and application support
Troubleshoot and repair computer systems
Incident Management and RCA
PCI, HIPPA IT security compliance
Active Directory group policy deployment
Firewall and Network BCP testing
System compliance and audits
Nice-to-have
Solution-focused and tech-powered
Intelligence-fueled transformation partner
Curious and willing to learn
Help others and go beyond WOW
Key Requirements
6.5+ years experience desktop/laptop hardware/software
Bachelor's Degree/Postgraduate in IT/Computer Applications/Electronics
ITIL V3, MCSE, CCNA or similar certifications preferred
Knowledge of Windows, Network, Voice
Knowledge of ITIL V3 Framework
Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience
Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
Demonstrable experience in ticket resolution using Remedy and ITIL based framework
Maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI