Computer Systems Support

Must Have Technical/Functional Skills

• Strong customer-oriented attitude and interpersonal skills
• Excellent written and verbal communication skills
• Proven working experience in installing, configuring, and troubleshooting Windows based systems and non-windows environment / open systems.
• Excellent problem-solving and multi-tasking skills
• Experience in IT documentation and inventory management
• Experience in IT procurement process and vendor management
• A self-starter, able to work independently and resourceful in exploring out of box solutions
• Willingness to adapt with new/updated support model as part of continuous improvement process
• Possess professional course (Diploma/Degree) in Computer Science /Information Technology or higher.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking with customers through a series of actions to resolve a problem.
• Willing to be flexible and understandable on organization requirements.
• Willingness to take proactive measures and excellent interpersonal skills, and be a great team player.
• Understand the ongoing changes in process and technical updates and adhering to the same as per requirement from organization and customer.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.
  
  

Experience Required

• At least 4 years of relevant experience
  
  

Roles & ResponsibilitiesAn Engineer works on-site or remotely to maintaining hardware and fixing technical problems as quickly as possible. Provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve.

• Break/Fix Services and IT asset Repair&nb sp;
• Device Management: configuration, global deployment, break fix and end user support of digital workplace and mobile devices.
• Asset Build and shipment (New & Upgrade) – Build & setup PCs as per standards for handover (follow standard delivery methods). Set up and configure new laptops/desktops, install authorised software to laptops/desktops as needed
• Asset & Inventory Management – End to end inventory management of all end client equipment. IT procurement, inventory management, User guide and policy creation and documentation
• Asset Return Processing – Follow standard procedure to process the return of all equipment via various mode of delivery.
• Mac book Support - Follow standard procedure to manage and support Mac books.
• Adhere to SLA and Metrics that are required to meet. Understand and work according with contractually agreed scopes along with ongoing changes (process & Technical) in operational support
• Knowledge Base and SOP document creation and update on regular basis as and when asked.
• Follow standard ITIL process by aligning with customer requirements and organization standards. Desktop and notebook computers, desktop operating systems and applications, smartphones, tablets, wearables, and other mobile devices, mobile, web and cloud applications, and virtual desktops, and applications.
• Escalate IT issues to next level responsible personnel where necessary e.g. critical issues for end user computing devices and servers.
• Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems.
• Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provides effective and timely resolution of users’ problems, queries, or complaints.
• Assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Windows management and security tools, and Enterprise mobility management software, which includes mobile device management and mobile application management.
• Desktop and application virtualization platforms and management tools, and enterprise file sync and share services.
• Provide telephonic support to clients when required and update the relevant systems as per company procedures.
• Tools that provide monitoring and management of both physical and virtual desktops and applications which uses virtualization to create mobile-friendly versions of Windows and web apps, enforce mobile device management policies including VDI’s.
• Workspace suites, which aim to provide centralized consoles where end users can access all their required applications and data, and IT can securely manage that access.
• Perform the necessary hand over procedures in cases wher e shift work is required.
• Produce breach and other reports to identify failures and shortcomings
  
  

Salary Range: $60,000-$70,000 a year

TCS Employee Benefits Summary

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.