Main responsibilities
Provides administration and maintenance of IT hardware and software in production in conjunction with onsite & remote Delivery Teams.
Resolve, Record and Update incident resolution/workflow details.
Maintains documentation for site/client technical infrastructure.
Provides support for all applications and technologies that are site specific.
Executes deployment of IT solutions in their site according to specifications and procedures from Service delivery (SD) organisation.
Open/ Acknowledge/ Maintain/ Update status on open incidents, tasks, change requests
Coordinate, together with Service Delivery, to ensure compliance with the Organization's IT standards, policies; ensure the application of hardware and software security standards and procedures in accordance with organizational policy.
Collaborates with SD Coordinator in the troubleshooting & management of site IT infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software & other devices as requested.
Monitor and assist when necessary to ensure effective co-ordination of first-line and Service Delivery help desk services to users.
Follow ITIL process for escalation & resolution incidents, problems.
Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.
Mobile Phone assistance on the enrolment of the terminal according a define process
Ensures that Service Requests are completed within SLA.
Onsite patching according SD, Datacentre or SDM request.
Provides support to Infrastructure & Service Request teams in the resolution of Incidents & Service Requests for the site.
Smart hand support provided on request from SD, Datacentre or SDM.
Examples :
Reset power cycling of server, rooter etc.
Tape rotation a per defined by tape SOP
Patching network connection
Network Printer settings assistance
Non-exhaustive list of task and duty that can be asked on SD / SDM demand according best practice relationship.
Dress appropriately according customer and HCL policy
Work effectively with colleagues and external teams by practicing punctuality, respect for deadlines and collaborative problem solving.
Participates in resolution of Complaints for Incidents & Service Requests.
Proactive attitude in identifying and resolving potential issues that may cause Incidents or breach of service levels.
Provides support to users & sites for all incidents & requests that fall in scope of work.
Performs due diligence and maintains an inventory of devices onsite.
Participates in Meetings for Incident & Service Request Management.
Perform other related duties as required by the Service Delivery Manager.
Qualifications
Education:
Diploma in Computer Science (e.g. BTS or DUT) or equivalent experience
Other professional certifications (CCNA, MCSA, etc.) are a plus
ITIL knowledge and awareness; certification would be a plus
IT knowledge:
Experience in administration and maintenance of IT infrastructure, eg workstations, laptops, Thin Clients, Production PC, cabling and racking, backup and recovery system management, HW/SW inventory.
Experience in HW/SW installation for EUC devices.
Understanding of data network technologies.
Understanding of digital and IP telephony.
Understanding of Android, IOS and Blackberry Platform
Experience in troubleshooting of Win7 and Win XP operating systems.
Advanced knowledge of MS Office applications.
Good knowledge of Remedy Incident Management or another problem reporting tool for help desk operations.
Good knowledge of MS Windows operating systems and standard services such as, DHCP, DNS & WINS.
Good knowledge of Active Directory, Cisco web connect & other tools & applications.
Knowledge on the following fields is a plus: desktop support roles and responsibilities
Basic knowledge of networks & network devices.
Basic knowledge of servers, systems, AD are a plus.
Knowledge of Internet protocols, routing and site/server interconnectivity.
Experience:
Good experience in IT support role in a business environment.
Strong customer service experience.
Personal Characteristics:
Candidates must possess good conceptual and analytical problem solving capabilities and must be able to troubleshoot.
Must have good verbal and written communication skills to produce technical documentation.
Fluent French and good level in English are strongly recommended
Must be details oriented, able to work and act independently.
Must be organised and able to manage priorities when under stress.
Timetable flexibility and initiative.
Great team player
Physical Demands
Off hours availability, available to travel between sites, availability to be On Call.
Driving license & car.
Work Environment:
IT Support Organizations.
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