Technical Support I, IT Operations at Concentrix

Role Summary:

• Provide end-user support across our desktop, network, telephony and application(s) environment. You will be asked to maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, and serve as an escalation point to ensure tickets/incidents are resolved according to Service Level Agreements.
• As part of our team you will report to one of our Managers in IT Operations.

Main responsibilities:

• Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
• To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge of Network, Server & Voice infrastructure for troubleshooting & problem resolution skills. Familiar with Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. and maintaining Hub room and Data Center Structured Cabling.
• Hands-on experience on End-user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc.
• Software- OS level troubleshooting in Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to capture and recommend inputs to help make decision on process exceptions
• Trouble shooting and coordination for high impact/severity 1/2 issues & communicating real-time updates to the BRC team.
• Hands-on experience on IT Support / IT Operations & End-to-end IT Service Delivery, Shift Management
• Support onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing/coordinating checkouts on the floor.
• Ensure compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
• Hands-on handling of IT Ticket resolutions on ITIL-based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts as defined in the process.
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
• Installation of Encryption software on all the desktop/laptops to ensure compliance.
• Achieve and Maintain high IT VOC scores from operation teams.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.

Role Requirements:

• 0-6 months experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor's degree/diploma in Computer Science required.
• MCSE or similar certifications (ideally)
• Hands-on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
• Troubleshoot /Problem resolution, Incident Management & Customer Service skills
• Team Work and flexibility to work overtime
• Team player
• Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.