Job description:

As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

Manage a team of 25-30 technicians across locations

Manage the reporting of SLAs , Adherence of SLA and contract

Manage shift and shift planning including on call roster

Manage Resource productivity

Enable the team with training and development

Ensure security compliance

Ensure sufficient inventory level is managed across locations

Ensure all service request and incidents are resolved before agreed service levels

Plan and execute any move request or project work

Lead the team by providing technical and process assistance to below activities

Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes and health checks

Perform onsite updates, Configuration changes, or Software installations.

Provide onsite technical assistance to end users by visiting their desk location

Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

Perform end-user support related security and controls and compliance related tasks such as

access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

Provide On-call support if required outside business hours on a rotational basis

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases