Job Title

Desired Competencies (Technical/Behavioral Competency)Hiring Location- Pune, Kochi,IndoreExp Range- 4-6 yrsMust-Have**(Ideally should not bemore than 4-6) Desktop Support – · Computer hardware devices, memory, & software issues. · Excellent multi-task capabilities for problem-solving. · Basic network related issue, · private network setup (VPN) configuration and validation · Knowledge on Windows10 OS O365 – · Outlook. Common mailbox, DL related issue, · MS Teams. · One Drive etc. Active Directory – Global access Management, MDM – Intune SCCM – Windows Server patching ITSM – Incident management, Vendor management, Change management etc. Printer Support – Printer installed/ConfigurationGood-to-Have · Good communication key to this role, and knowledge of ITIL as well · Good to have – knowledge in AD · Good to have – knowledge and experience of supporting MAC devices and tablets · Experience with Service management tool – ex – Service now · Should have good expertise on EUC tools, remote support tools, MS office and outlook. · Preferable to have a good understanding of Teams, One Drive, VPN, and mobile device support. · Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management. .SN Responsibility of / Expectations from the Role1 proactive in identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution2 Collaboration tools support(Outlook, Teams, One drive)3 Scripting and Automation4 Production Support5 Incident management- When required they will take responsibility receiving calls and incidents at the services desk. They assist in analyzing, assigning and escalating the support calls. They also provide telephonic support to clients where required.6 Shift management- EUC Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules7 Reports- EUC Engineers are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.8 Behavioral skills- EUC Engineers are required to strictly comply with all processes and procedures as prescribed by the company and the client when relevant. Their ability to communicate well and to capture all pertinent details when required will contribute to their success. They are able to multi-task and demonstrate good client service orientation. These individuals have good problem solving skills in End-user Computing related operations.