Job description:

1. Resolve incidents and problems associated with End User Devices (excluding tablets) and Software, and provide break/fix support, advice, and assistance to Authorized Users. Provider is ultimately responsible for resolving all incidents and problems associated with failure or degradation of Services related to Equipment and Software in the EUC Environment.
2. Identify the scope and impact of an assigned incident or a problem and provide operational and technical assistance to remedy the incident or problem.
3. Provide or coordinate onsite technical support to Authorized Users for maintenance and break/fix activities at the Haemonetics Service Locations
4. Provide updates to incident and problem tickets in the call management system to reflect actions taken to resolve incidents and problems.
5. Provide support to all Authorized Users who access Haemonetics provided services from any location. Wherever possible, support and repair the defective End-User Device remotely.
6. Coordinate EUC Services related activities with the Service Desk, and provide Level 2 and Level 3 support to the Service Desk and/or Authorized Users as necessary.
7. Coordinate efforts with third party service and maintenance providers as necessary to keep Equipment and Software in good working order.
8. Immediately upon the determination that an Equipment or Software incident cannot be fixed remotely, provide mail-in support by sending an entire spare unit (or peripheral, if possible) via overnight delivery or direct local authorized personnel, leveraging Haemonetics' then-current shipping arrangement, to release a spare to the Authorized User and verify that any peripheral component that will be sent is compatible with the Authorized User's End User Device; following agreed upon policies and procedures leveraging the then-current Haemonetics shipping model.
9. When Provider must replace Equipment and/or Software in order to conduct a repair, Provider shall support on best effort basis the Authorized User by copying data, performing backups and restoring data and backups leveraging Haemonetics' then-current backup and restore solution to the replacement End-User Device.
10. Assist Authorized Users with support to enable the correct use of Equipment and Software, as well as access to and use of related technologies and Services.
11. Perform domain/operating system administration support activities (e.g., file and print sharing, logon user-id and password maintenance) for all managed servers (e.g., file/print and email).
12. When Authorized Users are connected (or attempting to connect) to customer network, coordinate activities with the Service Desk, third party vendors and Provider Personnel to fulfill the following responsibilities:
13. assist with access to LAN, print, and file services;
14. help with connection to customers WAN;
15. assist with access to the appropriate LAN segment;
16. Desktop Operations and Technical Support
17. Account Lockout troubleshooting
18. Sound troubleshooting skill in Windows 7 , 8 and Windows 10 OS.
19. Troubleshooting skill in Workstation Virtual Machine environment
20. Knowledge in Patching/Application push tools such as Altiris and SCCM
21. Remote software install
22. Troubleshooting Antivirus software such as SOPHOS
23. Remote troubleshooting tool such as Bomgar
24. Sound knowledge in Durva backup solution for end user device backup.

• 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 pos