Administrator (Support & Operations)

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 elevate 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 7 years 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.

Other Requirements

• Might need to travel to other sites based on demand and requirements.


• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).


• Handle operations and customer requirements as per process and agreed SOW.


• Possible rotational shifts.