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Administrator
Job Description
Administrator
Job Summary
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Location: Texas
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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:
IT Support (DSS) Engineer
Provider who can resolve day to day IT related issues with a focus on End User experience
Provider is ultimately responsible for resolving all Incidents associated with failure or degradation of Services related to EUC Equipment
Resolve Incidents associated with EUC Equipment and provide break/Fix support, advice, and assistance to Authorized Users.
Experience in End-User computing devices(Computers, peripherals) and Printer Support
Experience in Handling incidents, troubleshooting techniques, RCA(Root Cause Analysis)
Experience in at least any one ticketing tool
Experience in Mac/Windows platforms and Basic Linux is an advantage
Experience in Mac Hardware handling and good troubleshooting skills
Working knowledge of Mac and up-to-date with the latest in Macintosh technologies
Knowledge of Jamf
Office 365 / Antivirus / Compliance tools knowledge
Knowledge of collaboration suites (Microsoft & Google)
Knowledge of Mobile Device Management (MDM), MFA (Okta/Microsoft/Google/Duo)
Strong communication and interpersonal skills
Must be comfortable working with senior management and stakeholders
Good verbal and analytical skills
(1)To monitor and track tickets or change requests and manage SLAs.
(2)To Adhere to quality standards, regulatory requirements, and company policies
(3) To develop and guide the team members in enhancing their technical capabilities and increasing productivity
(4) To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations
(5) To work towards continuous improvement and perform root cause analysis on an ongoing basis.
- To handle L3 complex calls under L3 Engineer
- To provide telephonic and remote trouble shooting support
- To maintain SOP's and runbooks of the respective technical track.
- To attend and handle complex L2 calls
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.