Job description:

Job description

Keywords for searching Profiles .
IT specialist; IT onsite support; IT onsite service

Relevant Experience : years
1 - 3 years onsite service experience

Summary of the role

L2 Specialist: OSS


Job Description in details using Skills , Product names , Certifications etc.

OSS provides local and agreed remote site support for all local IT services. Support includes handling of user incidents and requests, management of different infrastructure and application components together with the service owner, service centres and the operation teams. The job holder independently manages and develops certain assigned responsibilities by seeking contribution from colleagues. In addition, he/she may occasionally participate to development projects when agreed beforehand with the superior.

Technical knowledge of IT solutions including but not limited to workstation, server and LAN knowledge.
Providing IT support on client site
Windows OS
Windows Server/AD basic knowledge
Microsoft Office applications (O365)
Basic understanding of network devices (Cisco and HP)
Basic understanding of Network topology (TCP/IP, DNS, WINS)
Experience managing mobile devices
Experience managing printer support
Experience of working in an ITIL environment
Basic understanding of first level application support
Strong customer service mindset
Conduct support operations with global team and tools on a day-to-day basis
Willingness to travel, not more than 20% of working time
Excellent interpersonal and communication skills in verbal and written English.
Local language requirement based on service location

Primary Skill
Good understanding of IT Service Management processes and practices
Demonstrates a positive and productive attitude
Manages to prioritize tasks and work under pressure
Inspires the trust of others
Follows organization s goals, values, policies, and procedures
Manages competing demands, frequent changes, and uses time effectively
Strong business understanding
Experience on preferably several of technological domains: Servers & Storage, Communication Technology, and Managed Desktop Services
Problem solving capabilities


Secondary Skill
UNIX
Experience of working in projects
Experience of IT operations for Factory and Office environment


Alternate Skills


Certifications Completed

Advantage - ITIL V3 or V4

Products Used :

ITSM Tool; Service Snow

Location Details including Post code for onsite if not HCL center : (Optional)

Label Mill - Mills River
400 Broadpointe Drive
28759 Mills River
USA


Reporting manager: Roxane Landrus-Jenkins Roxane.Jenkins@hcl.com

• 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