Job Description

Job Summary

SCOPE OF WORK -Team LEAD for the team handling below role:rn rnSRO Site Support resource is responsible for operations support for all the end points and partner with global CLIENT support resources.    This person will work under the guidance of CLIENT managers and resource performance will be reported/managed through weekly/monthly review between CLIENT and HCL. rn rnHCL Service Delivery Manager will provide artifacts and drive required Weekly/ Monthly/ Quarterly meetings with the CLIENT support manager to review the overall engagement performance.  rn  rnRoles and Responsibility rn  rnTechnical Support: Provide onsite and remote assistance to identify and resolve issues with Windows, Mac OSX, Linux, iOS, and Android platforms. This includes troubleshooting hardware and software issues, resolving connectivity problems, and assisting with system configurations. This also includes coordination with the OEM vendor for warranty laptop/ desktops. rnCross-Platform Compatibility: Ensuring compatibility and seamless integration between MAC and Windows systems, applications, and services to facilitate efficient workflow and collaboration among users. rnNew Hire Induction: Ensure active participation in New Hire indication program under the guidance of CLIENT. rnTech Refresh: Execute Tech refresh of eligible devices in line with CLIENT guidelines.  rnUser Training and Education: Conducting user training sessions and creating educational resources to enhance users' proficiency with MAC and Windows systems, applications, and productivity tools. This helps users leverage technology effectively and reduce reliance on IT support for common tasks. rnSystem Administration: Managing and maintaining MAC and Windows systems, including performing software installations, updates, and configurations. This ensures that systems are up-to-date, secure, and optimized for performance. rnAsset Management: Tracking and managing hardware and software assets, including inventory management, license compliance, and asset lifecycle management for both MAC and Windows devices and applications. rnSite Support: Rack, network, power, and support for servers, switches, APs, UPS units and other equipment as needed and with support of the global IT specialist teams.   rnPrint Support: Partner with MFP providers and EPE / client engineering to support site print service rnTelecom Support: The vendor resource will partner with EPE / telecom engineering to support end users communications service (aka TEAMs) and meeting room communication infrastructure.  rnHardware procurement: Purchasing new hardware and ensuring that it meets the organization's needs and budget according to the forecast.   rnProactive Tech Refresh: Forecast of tech refresh count and socialize with CLIENT leadership, must monitor the performance of hardware and recommend upgrades as necessary to ensure that it meets the organization's evolving needs.  rnUser Onboarding :: Facilitating the smooth onboarding of new employees by setting up their Mac or Windows workstations as per established process at CLIENT. Proactively monitor the New Hire list for next week and plan readiness, Raise Shipping Requests for remote locations.  rnUser Offboarding/Terminations: Follow up with Terms user and collect the Equipment.  Provide Equipment Return instructions to Term users.  Wipe-out of repurposed assets (Only Eligible assets), System Processing (Drive removal), Collaborate with the vendor for quarterly asset disposal.   rnAsset Reconciliation: Perform Monthly Asset verification (Cycle Count) and Extraction of assets from various tools Based on established procedure in CLIENT  rnIncident Management: Responding to and resolving IT incidents reported by end users, as per established processes at CLIENT. rnApplication Support: Should have knowledge or willingness to be trained on responding to issues related to Enterprise and Business Application

Key Responsibilities

1. Provide Advanced Technical Support For Microsoft Vdi Solutions And Rdsh By Diagnosing And Resolving Complex Incidents, Ensuring Rapid Restoration Of Services While Adhering To Quality Standards And Slas.
2. Conduct Thorough Root Cause Analyses Of Escalated Incidents, Implementing Effective Solutions To Mitigate Technical And Security Issues, Thereby Enhancing System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For New Team Members, And Coaching Analysts To Improve Team Performance.
4. Collaborate With Other Support Teams To Address Complex Tickets, Ensuring Seamless Operations, A Robust Security Posture, And Timely Resolution Of Incidents.
5. Strive For Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Addressing Security Threats.

Skill Requirements

Strong technical knowledge

Other Requirements

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)