LEAD SPECIALIST

Job Description (Posting).

Key Dimensions of the role

Department/function Global Infrastructure Services Field Services

Direct reports None

Reporting Manager Field Services Lead

Location Noida, India

Designation Field Services Analyst

Role Summary:

This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.

Main Responsibilities:

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support

Support users with Apple Mac and IOS devices

Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, and Email to Fax etc.

Support In-country PBX networks and PSTN interfaces

Smart hands support for Data Networks, Server, and other infrastructure teams

Support Hardware/Software selection and Procurement effort

Support Hardware Refresh, Redeployment and Disposal activities

Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support

Reimaging computers/hard drives in accordance with customer standards

IMACD function including installation and decommission.

Backing up and restoring settings and associated systems administration activities

Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.

Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as SNOW to track tickets and provide up-to-date status and information to the customer.

Move equipment associated with escalated help desk incidents and service requests

Performing asset inventory activities as needed.

Trains and orients users on use of hardware and software.

Recommends and / or performs upgrades on systems to ensure longevity.

Support VIPs on site, if need be

Coordinate with local cabling vendor for cabling requirements

Performs other duties as assigned

Desired Skills and Experience

Core competencies, knowledge and experience:

At least 3 years hands on experience in field Support Services

Clients: Windows 10, Windows7, Windows XP

OEM Certified Technician for ordering parts through OEM and parts replacement (Dell)

Strong Microsoft Office skills (Outlook, Word, and Excel)

Strong Microsoft operating System installation and troubleshooting skills

Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers

Knowledge of Crestron device functionality and connectivity

Experience with supporting presentation systems (Projectors/Touchscreens/other A/V equipment)

Basic knowledge to support Mac devices

Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD

Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms

Strong customer service skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities