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Administrator
Job Description
Administrator
Job Summary
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Location: Paris
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Project role: Administrator
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Qualification: B-Tech
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Experience: 2.5-5 Years
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Skills: Desk Side Services
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No. of positions: 1
Job description:
General Description
Responsibilities :-
Adhering to SLAs
ITIL Processes awareness and adhering to
Reporting to the Track Lead / Team Lead
Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
Troubleshooting technical issues
Ensuring that the processes are adhered to
Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
Improves and maintains customer and employee satisfaction
Performing asset inventory activities as needed
Create documentation for process and procedures
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.
Technical Requirements
Required Skills / Qualifications:
Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer
Strong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skills
Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices
Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers
Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)
Strong desktop support knowledge including hardware, software, and networking concepts
Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
Good knowledge of MAC OS, IPAD and Android devices
Knowledge in windows Image build process and SCCM deployments.
Basic understanding of Audio/Video equipment and conference room setup
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
tool.Escalations
Troubleshoot and assist end users with mobile device setup, activations and performance issues.
Handheld Blackberry, Android & IOS support knowledge
Strong Customer service skills
Strong written and verbal communication skills
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL s value and its methodology
- 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 and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Why Join Us:
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few