Primary duties:

• Manage and drive the L1 team to achieve the SLAs for the cluster of sites allocated

• Provide technical support/guidance to L1 team, whenever any issue gets unresolved or delayed

• Attend VIP tickets

• Manage the SLA & Service owner, Monitor the quality of tickets

Core skill set:

• Five to six (5-6) years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.

• L2 Level experience in installing, technical troubleshooting and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.

• Certified on Lenovo Desktops, Apple MAC & Linux devices

• Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart hand activity under instruction-based activities at sites.

• Ability to lift / move computer equipment weighing up to 50Lbs.

• Expert in desk side support and PC break/fix including basic administration of Windows O/S and MAC OS.

• Usage Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.

• Smart hand support for peripheral and networking hardware, including, but not limited to

• monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability.

• Ability to troubleshoot issues with systems and networks using good deductive reasoning skill and troubleshooting & resolving issues related to end user network cabling.

• Experienced in repeat call analysis and developing preventive actions

• Experienced in Problem management

• Excellent written and oral communications skills with clients and management as well as people skills.

• Ability to work with deadlines and complete tasks on-time. Takes proactive ownership and works with sense of urgency

• Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.

• Experience of ticketing tools (ServiceNow / Remedy etc.),

Non-Technical

• Good Customer management skill.

• Good in oral and written communication.

• Able to interact and work with customer at different levels.

• Self- Driven and result oriented.

• Really passionate about the work.

• Local language knowledge is preferred.