Provide IT support to all customers through video calls.
Receive customer IT queries by multiple methods But the primary is a video call. (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted.
Provide desktop software application assistance and installation.
Resolve trouble tickets while interacting with the user, first call resolution (FCR), or escalate to other support entities.
Remotely access the end-user’s desktop to provide support.
Provide customers with the status of the ticket and serve as the primary support admin through ticket resolution.
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
Provide expert technical support to customers having varying levels of computing skills.
Provide a detailed diagnostic summary for the next tier-level support.
All field-related services, including on-site support services, which comprise desk-side support for hardware and software.
Provide problem source identification, problem impact validation, problem determination, problem resolution, and virus eradication, and apply emergency software fixes in support of problem resolution.
Provide support for supported hardware, software, and services for problems that cannot be resolved through remote support (including chat) or by telephone, i.e. through the Service Desk Coordinate with other support teams.
Provide functional support for software and hardware, including for field force services (police groups, education workstations, and workstations at large meeting rooms), workstations, printers, mobile devices, videoconferencing systems, telephony, remote access solutions, and meeting rooms.
Provide software, hardware, and functional support for mobile devices, including maintaining agreed stock levels and spare parts.
Provide technical diagnosis and repair of defective equipment at a client location or an authorized service facility within agreed time levels.
Provide a replacement, inter alia desktop/laptop, network, and peripheral components for all types of components and any other service necessary to restore operations for the affected users.
Provide proactive maintenance for all types of end-user equipment, including cleaning, maintaining, and replacing components that are about to fail or expire.
Provide on-site or remote assistance for connecting equipment to the client's wireless network and LAN, including for any guests; and upon a user request, perform LAN patching.
Maintaining desktop computing hardware and software at client locations.
Break/Fix Services on all End User Device Hardware on an end-to-end basis.
Asset management (lifecycle) of the endpoint devices needs to be taken care of.
Provide Out of Office Support for priority 1 and 2 incidents for the client.
Perform complete virus scan on virus-infected Endpoint workstations as an immediate response when a ticket gets raised with the machine details and infected path
Perform a rescan once the resolution is identified and fixed in the infected machine. Reinitiate the scan in the same or multiple machines if required or for precautionary measures.
Perform reimaging on the infected machine if the infection is not removable.
Install the agent on the endpoint workstations/servers if the agent is corrupted and not reporting to the management console.
Coordinate with the user to change the password for the infected machine by coordinating with the Active Directory team.
Apply the patch on an immediate basis/scheduled phase in the workstation/server as advised by security tower with support of EUC and DC team.
Remove the network cable/isolate the machine from the network if an infection is identified on a machine.
Mandatory Skills
Desktop/End-User Support (Windows, macOS), Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL-Based Support/IMAC
