EUC: Desk side Support (Hands & Feet)

Role & responsibilities Job R&R Work on daily tickets and operations Support tasks Follow the SLAs to resolve any production issues Ready to work in rotational 24 x 7 support and provide on-call support when its required Multi-skilled and be able to support existing and future infrastructure/support requirements Should be willing to learn associated tools & technologies (multi-skilling) and contribute towards the services improvements Contribute towards developing current Infrastructure by taking ownership of new projects as and when required Should have good experience in creating SOPs, training team members on new technologies Behavioral Skills: Customer focus Strong communication skills both written and oral Teamwork/Collaboration Strong Interpersonal skills Ability to take ownership of tasks, seek out assistance where required, be proactive Highly motivated with positive outlook. 5+ years of relevant experience in EUC support (hands & feet) First level Support to end users phone, chat, visit, kiosk. Excellent troubleshooting skills Must be able to configure and troubleshoot business standard applications Understanding and working knowledge of all Microsoft products (user-based) Understanding of network security systems and Software Understating of IP telephone communication system Understanding of network & server policies User access management Validation and resolution of the alert received by way of troubleshooting on the system Escalation and resolution follow-up with other parties like vendors Coordinate and support activities planned by Core Infrastructure team Understand protocols LAN/WAN, TCP/IP, DNS, DHCP, FTP, VPN, Configure/troubleshoot standalone and Network Printers, Scanners, Network Cards, Memory and other peripheral devices Understanding of Network endpoint testing, Antivirus End point protection