L2 IT Support Engineer

Purpose of ServiceThe service is for procuring technicians on a Half Day, Full Day, Week, Month or Annual basis to support the End User Workspace Environment.

Location of ServiceAt Customer location

Target EnvironmentEnd User Workspace – Hardware and SoftwareNetwork and Compute Environment – Hardware & SoftwareDuration of ServiceHalf Day, Full Day, Week, Month or Annual

Term of the ServiceAs per customer requirement (2months)

Job Purpose

The Desktop Support technician is a TCS representative at customer locations and will work closely with TCS team to provide the required services.

The Desktop Support Technician is a physical presence service to provide second line support at TCS’ customer locations. The Desktop Support Technician is responsible for performing tasks to agreed service levels as well as meeting customer satisfaction measures.In addition the technician is also required to provide Hands and Eye support for TCS/Customer / OEM Subject matter experts in diagnosing and resolving incidents with regards to Network and Compute devices.

Main Duties and Responsibilities Install, upgrade, support and troubleshoot Windows , Mac and any other authorized desktop software/ applications Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop , Laptops , Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices Perform general preventative maintenance tasks on devices and software To follow and execute instructions provided by Subject Matter Experts Provide advance level of support for complex issues with regards to End User Workspace hardware, software and applications Is able to provide services such as rotating fleet which is similar to Apple Genius Bar Is able to provide priority services with for Executive and VIP users Provide extended support to remote Desktop Engineering teams with regards to activities related to Application Packaging , Software Distribution , Image Management , Mobile Device Management, End User Workspace Security Management and Desktop Virtualization Provide onsite hand and eye support to TCS / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment To assist users with any logged IT related incident when called upon To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary To accurately record, update and document requests using the IT service desk system To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization To be a highly motivated team player with the skills and ability to manage changing priorities To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient Be willing to attend training as necessary to keep up to date with the latest technology and internal system processeserience, or Certifications.]Example: Excellent verbal and written communication skills To attend training courses as identified and agreed for appropriate development To contribute towards reporting as per TCS / customer requirement Any other tasks as assigned and within the skillset of the person

Technical Skills Good general understanding of IT principles such as Networks, Hardware and Domains Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc. Advanced working knowledge of Operating system such as Windows and Mac related software and applications Advance experience in End User device hardware and software troubleshooting Expert knowledge of mobile devices, in particular Blackberry and iPhones Experience with building, configuring, replacing and troubleshooting EUC hardware components Good experience of supporting devices such as Printers and Meeting Room equipment’s Awareness of Data Backup principles Familiarity with virtual , MDM and VPN environments Good knowledge and hands on experience of working with system such as SCCM , MDM , Citrix and other similar systems leveraged to compliment provision of End User Workspace services Basic Knowledge of Infrastructure (Compute and Network) hardware architecture as to understand the procedure shared by L2 teams during troubleshooting, H&E support Basic knowledge of server/client operations in a domain environment including Active Directory Understanding of current and legacy hardware Infrastructure platforms Excellent hands on experience in installation and troubleshooting Infrastructure (DC & Network) equipment’s, Rack and Stack of the equipment/cable Good Hands on Experience in IMAC and Breakfix activities related to Infrastructure environment Ability to identify the right defective spares and replace them with provided good spares as instructed and by physical observations Knowledge of TCP/IP standards and networking Experience with Tape Management activities

Soft Skills & Appearance Exceptional customer facing skills Able to communicate clearly and effectively both with TCS and the Customer Logical and analytical approach to work Accurate record keeping Able to work unsupervised Good timekeeper Intense focus on quality work Productive and Efficient Able to operate within customer standard operating procedures Able to maintain professional demeanor under stress To be at all times appropriately dressed for the Customer environment Good standards of grooming and personal hygieneExperience5 – 7 Years’ experience working in a similar environment as described aboveEducation and QualificationEducation to the mandatory level in the relevant countryTraining and CertificationsCompTIA A+ , MCP/MCSE are desirable certificationsOEM Certification desirable