Alvaro Obregon, Mexico City
Job Summary
Adhering to SLAs. • ITIL Processes awareness and adhering to ITIL process workflow. • Reporting to the HCL 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 IT processes are adhered to • Building and configuring shopfloor PCs as well as loading of critical software • Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. • Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues. • Coordinates with IT vendors and ensures the site is up and running. • Be proactive in reporting IT related issues, engage and escalate to right teams and stakeholders. • Vendor coordination to resolve IT issues for all IT and OT technologies. • Communicate and update to all stakeholders on critical items and issues related to IT. • Be responsible for IT activities at site. • Be responsible to execute IT related projects and deliverables at site. • Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site. • Improves and maintains customer and employee satisfaction • Performing asset inventory activities as needed. • Create documentation for processes and procedures of day-to-day work. Creating KB articles. • Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Key Responsibilities
Adhering to SLAs. • ITIL Processes awareness and adhering to ITIL process workflow. • Reporting to the HCL 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 IT processes are adhered to • Building and configuring shopfloor PCs as well as loading of critical software • Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. • Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues. • Coordinates with IT vendors and ensures the site is up and running. • Be proactive in reporting IT related issues, engage and escalate to right teams and stakeholders. • Vendor coordination to resolve IT issues for all IT and OT technologies. • Communicate and update to all stakeholders on critical items and issues related to IT. • Be responsible for IT activities at site. • Be responsible to execute IT related projects and deliverables at site. • Drives critical issues at site with larger HCL team ensuring timely resolution with least downtime at site. • Improves and maintains customer and employee satisfaction • Performing asset inventory activities as needed. • Create documentation for processes and procedures of day-to-day work. Creating KB articles. • Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.
Skill Requirements
Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer • Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills. • Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices • Strong desktop support knowledge including hardware, software, and networking concepts • Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds. • Good knowledge of iOS, Android OS, rugged devices (tablets and iPads). • Knowledge of windows Image build process and SCCM deployments • Good knowledge on SCCM, Intune, AD and JAMF • Good knowledge in handling RF scanners, industry level label printers (Zebra, etc) • Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc • Experience in handling managed print services , corporate / network printers. • Good understanding of Audio/Video equipment and conference room setup. • Understanding of 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. • Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld –Android & IOS support knowledge. • Strong Customer service skills • Excellent communication and conversation skills (Verbal and Written) and good documentation skills. • Able to handle unforeseen situations. • High level of acceptance • Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets.
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