Support Executive

4 weeks ago

Charlotte, United States TATA Consulting Services (USA) Full time

Skill: Tech Central Support, Desktop Support

L2/L3 desktop support:

* Excellent analytical & troubleshooting skills.
* Good knowledge in desktop operating systems and troubleshooting issues.
* Experience working on any Helpdesk tool is an added advantage.
* Strong communication skills, Good Personality / Present ability.
* Hardware and Network troubleshooting, OS(MS Platform).
* LAN Networking (Client side), Client side Mail system(MS Outlook),MS Office and other Industry standard applications.
* Audio Visual Devices Setup, Support and troubleshooting.
* Experience in managing VIP clients.
* Printer Support and Troubleshooting.

Device Validation:

* Visual inspection of devices as requested.
* Serial number validation.
* Device Inventory capabilities and physical comparison to inventory lists.

Responsibilities:

* Basic troubleshooting and repair of IT equipment failures.
* Power on/power off devices.
* Relay LCD readouts.
* Reset Remote Management connection ID's and Passwords.
* Reseat cables.
* General Troubleshooting and visual verification to assist remote troubleshooting efforts.
* Test and troubleshoot problems.
* Check power connections.
* Provide feedback on console display (e.g. stop errors, blue screen, etc.).
* Assist with disaster recovery activities in the event of a complete system failure.
* Assist with recovery of data center and equipment related to planned and unplanned power interruptions.
* Identify and report audible errors and system failures.
* Install and connect crash cart.
* Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident.
* Responsible to independently manage the site location assigned , provide remote support.
* Manage end to end life cycle for devices such as Laptop, Desktop, Thin clients, Mobile Devices, IP phones, Printers etc.
* Has knowledge to work with tools such as Remote Management, SCCM, Service Now to execute day to day activities.
* Execute IMAC and Break fix activities within SLA's and as per customer satisfaction.
* Support data back and transfer activities for user during Breakfix, migration and refresh with utmost care and accuracy.
* Proactively ensure client devices are not vulnerable and updated with the latest security patches and antivirus definitions.
* Good Team player to work collaboratively with other team members.
* Take additional responsibilities and Proactively work towards identifying opportunities for improvements in process, service delivery, technology, customer satisfaction and effort & cost optimization.
* Good Customer/Vendor handling skills.

#LI-NR3

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