End User Support Engineer

Please find the below JD for Service desk : Responsibilities : Handle and resolved IT issues of Principal employees and contractors on phone chat Hands-on knowledge of Office 365 accounts and services Hands-on knowledge of Ticketing tools: Jira Service now Attending Day-to-Day Calls to the Users Troubleshooting Hardware Software Possess strong interpersonal skills and the ability to work as an effective team player Excellent knowledge of the most recent Windows operating systems and associated applications Good communication is a must Resolving incoming client and personnel IT queries remotely via email and phone or at the office Should possess knowledge on installing Windows OS on laptop or VM or CPC Qualifications: Associate's or bachelor's degree in computer science information systems or similar At least 3 years experience in end-user support role Strong understanding of various IT-Infrastructure systems like Virtual machines Laptop networks etc Strong understanding of IT-Infrastructure software and tools like OS MS-Office system console etc Strong understanding of IT-Infrastructure issues problems like link outages system failures etc Good ability to multitask and simultaneously working on more than one tasks in hand Ability to simultaneously monitor multiple system consoles and take appropriate observations actions Ability to work in rotating shifts environment Must be able to maintain accuracy and confidentiality Skills experience in voice-based technical support Skills experience on working with international users Meticulous Approach attention to detail Advanced collaboration communication and interpersonal skills Excellent organizational and time management skills In-depth and current knowledge of computer programs and hardware Mandatory: Install Configure laptops HP models G7 G8 G10 Pcs Basic Networking understanding of switches routers Win 1011 OSD troubleshooting Nice to have: MAC installs troubleshooting Video Conferencing Yealink Network Printers MECM basics ServiceNOW Digital Media Players Scala Microsoft certifications ITIL framework Roles and Responsibilities: Operational Support 1st Line2nd Line: Actively participate in desktoplaptop support operations and report on tasksactivities Provide Level 12 technical support for all Windows-based Win10Win11 or MAC client machines Record all actions in detail using the incident management tool and methodology Responsible for software installation troubleshooting Local Remote of desktops laptops through service requests Manage hardware stock and inventory using in-house developed tools Handle deployment of softwares using SCCM Conduct bulk rollouts across the organization Create new virtual PCs using VMWare vSphere 6x 7x Configure in-house telephony applications Coordinate with other technical teams for incident resolution Propose changes to the knowledge base documentation TechnicalFunctional Provide weekly support during business hours Ombuds as per Colruyt terminology as per the team roster throughout the year Solve issues drive enhancements and improve support for all IT-related functions: operational support application support and service delivery Preferred Knowledge and Skills: PC Hardware and troubleshooting knowledge Basic networking knowledge Microsoft certification on Win1011 operating system or MAC Optional Knowledge of ITIL framework Optional Expectations: A professional who believes in organizational values such as respect towards individuals teamwork readiness to serve costbenefit mindset efficiency with simplicity and open communication while respecting privacyconfidentiality Work from Office in Hyderabad location Ability to work in a complex environment with flexibility to adapt to changing conditions Good communication skills verbal non-verbal written in English Self-driven proactive quick learner with a strong sense of ownership Social and able to build professional relationships with people at all levels Customer-friendly yet assertive eg critical in non-standard requests Proficient in creating and maintaining data in Microsoft Word and Excel Experience and Qualifications: years of relevant and recent experience in Windows System administration Win10Win11MAC DiplomaGraduationEngineering Degree from a reputed institute