Administrator

Paris

2.5-5 Years

France

**Job Description (Posting)**

We are looking for an IT Support Engineer to join our teams working on one of our renowned client's facility based in Dole.
This is a permanent and onsite position.

**Responsibilities**:

- Reporting to the HCL Track Lead / Team Lead.
- Adhering to SLAs
- ITIL Processes awareness and adhering to ITIL process workflow.
- 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
- Tracking work tickets on ITIL based ticketing system like Service Now.
- Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
- Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
- 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.
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc.
- Providing frontline customer Support, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

- Minimum 3yrs hands on experience as deskside/Onsite support/local IT engineer
- Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills.
- Strong experience in troubleshooting MS office, O365 (Outlook, Word, Excel, PowerPoint etc).
- 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 in handling RF scanners, industry level label printers (Zebra, etc)
- Experience in handling managed print services, corporate / network printers.
- Basic understanding of Audio/Video equipment and conference room setup
- Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- 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.

Additional Responsibility
- Might need to travel occasionally 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.

**No. of Positions**

1

**Job Description (Posting).**
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

**Qualification**

B-Tech

**Employee Group**

Business Line FT

**City**

Others

**Entity**

INFRA

**Auto req ID**

1473377BR

**Expected Date of Closure**

01-Oct-2024

**Reporting Manager Designation**

GROUP OPERATIONS MANAGER

**Skill (Primary)**

DWP-FSS-Desk Side Services