Role & Responsibilities

1. Equipment and systems products by troubleshooting problems, resolving problems, interfacing with vendors for in-warranty returns, installing software and entering resolutions into the Service Now Ticketing system.
2. Must be able to repair laptop/ Desktop and workstation.
3. Maintain, analyzes, troubleshoots, and repairs hardware and computer peripherals.
4. OS Imaging (SCCM) and setup of workstations and the installation and configuration of software and hardware.
5. Security compliance adherence for Infra as per customer requirements
6. Manage assets Inventory at office /clinic location, updating Assets Data Base tool, Asset Salvages
7. Supporting the Clinics (HealthCare) with IT infra, stockpiling inventory at clinics & travelling to nearest clinics for IT support.
8. Should be flexible for Weekend/holiday support.
9. Onsite availability during business hours, no WFH
10. Travelling to nearest supported clinics on a weekly or on demand basis

1. Desktop/Laptop repair / IMAC new setups experience is a must.
2. Good verbal communication: ability to solicit and convey moderately complex information and make recommendations.
3. Good problem-solving skills, ability to work well with diverse personalities and teams.
4. Considerable experience supporting Servers and Handheld Devices.
5. Knowledge and experience on Service requests, incident, problem management, Knowledge, and experience of ticketing tools (ServiceNow)
6. Ability to set priorities and manage competing objectives
7. Ability to lift at least 50lbs

• Setup of new Desktop / Laptop for users (Windows Installations /Profile configurations New Joiner Onboardings)
• Installations of the Windows in the new laptops (Imaging through SCCM)
• Fair knowledge on Mac Machines, iPhones
• Work on the UPS shipments of assets to users, creating a label, tracking & coordinating setups & configurations with users.
• Work on the UPS shipments of return assets from users (Exit Process), creating a label, sharing with customer, tracking & coordinating returns.
• Troubleshooting & coordinating with the respective vendors on hardware related issues.
• Installing and troubleshooting printers and Telephony devices.
• Providing support to remote users using tools like TeamViewer, Bomguard, Service Connect, Teams screen share.
• Providing support for video conferencing, VC equipments.
• Monitoring & performing as per the SLA for all the tickets. Keeping track of assigned tickets and close / resolve them within SLA. Meeting all tickets criteria like response, resolution, reopen, work notes, user updates, follow-ups, quality, documentation & KB articles.
• Troubleshoot basic OS / software related issues.
• Working on the compliance piece, on new installs.
• Providing instant support to walk-in users with various issues as per criticality of their issues.
• Maintaining the asset details with inventory administrator for accurate deployment and tagging of assets to user joining, working, or leaving organization with appropriate approvals and information to their reporting managers.
• Logging call to service providers (Dell) for repair and replacement of hardware being used in organization as per their warranty status.
• Reutilization of hardware from scrap machines to decrease the organization cost for devices being used or purchased.