Requirements
Receive calls from service desk, L-1 Tech support, and Executive support team.
Provide hardware break-fix services for laptops and desktops.
Perform hardware upgrade services for laptops and desktops.
Receive new desktop orders and provide MACI (Move, Allocate, Change, and Install) services.
Provide desktop support and LAN support (LAN admin support with touch services).
Coordinate with vendors and with offshore and onsite tech support teams.
Identify and recommend new hardware and software products for evaluation.
Support sales team (Remote/Roaming users) and assist with software distribution across the network.
Assist with antivirus management.
Maintain trouble tickets and manage file and print services (location-specific).
Conduct user awareness sessions and training on new technologies.
Publish local maintenance details and assist with virus outbreak management/remediation (offshore remote support).
Manage and maintain site inventory.
Attend weekly/monthly review meetings with onsite and offshore teams and generate activity reports.
Escalate issues to management or next support levels as needed, and support asset disposal services.
Generate weekly/monthly activity reports and other documentation.
Coordinate with remote offshore support teams to resolve user issues.
Participate in team meetings, client meetings, operations meetings, and quality reviews.
Implement corrective and preventive actions as identified.
Coordinate with other support groups and domains.
Ensure adherence to policies and procedures set by Tech Mahindra.
Report status updates to higher management.
Preferred Skills:
Exposure to ITIL delivery processes; ITIL Foundation certification is an advantage.
Proficient in installation and troubleshooting of MS Office, Adobe Acrobat, MS Outlook, MS Visio, MS FrontPage, MS OneNote, MS Project, MS Internet Explorer, and other standard desktop applications.
Experience using basic troubleshooting tools, e.g., RDP.
Hands-on experience in installing and troubleshooting desktops, printers, laptops, and peripherals hardware issues.
Troubleshooting network and file issues.
Ability to coordinate with internal support groups like Network, Messaging, Security, and Change Management teams.
Physical ability to move PCs and related equipment.
Effective communication skills with end users and executives when necessary.
Ability to work as a team player with good team spirit.
Understanding of infrastructure support services in a managed services environment.
Experience working with cross-functional IT Service Management teams.
Ability to communicate effectively with global teams for issue escalation and resolution.
Valid driver's license and ability to drive to customer locations; ability to lift/move computer equipment.
Proven communication skills at all organizational levels, including senior management.
Excellent multitasking skills and flexibility to adapt to changing priorities and schedules.
Self-motivated and resourceful, capable of working independently and in teams.
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