Managing the daily operations (Work assignment - unassigned queue management)
Ensure team delivering as per the agreed scope and contractual agreements (SLA/KPI’s)
Manage projects (AD-HOC requests on user/system moves) and allocate resources
VIP (Executives) white glove support
Manage Tier 1/2/3 support tickets and following proper escalation paths
Provide onsite and remote support for Windows, Mac OSX, iOS, and Android platforms
Provide onsite and remote support for commonly used Windows, Mac, and phone software
Provide networking (WAN/LAN, Wi-Fi) and remote Access (VPN) support
Conference room and collaboration infrastructure support (WebEx)
Rack, network, power, and support for servers, switches, APs, UPS units and other equipment
Support printers and work with local printer vendors
Help manage office build out projects for IT equipment deployment, setup, and installation
Proactive PC Refresh
Work with vendors for electrical and low voltage cabling work
Work as part of a project team to provide technical support and/or guidance
Satellite Offices, 3rd Party office onsite support (coordinate with 3rd party on IT related issues)
NER/Hub room clean up, e-waste
Procure and maintain IT inventory and supplies
Periodic support visits to other field offices
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Field Services
PL1
Required
2
Desktop Support - Remote
PL1
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
