Job Description

Title: EUC Admin
Location: Noida
Exp: 7+ yrs
:

• Maintenance and Level 2 support for EUC tools like Nexthink/Systrack Work blaze, Healing Station, Optibot, and Hitachi / Sail point/ Password Reset etc.
• Work on daily operational tasks
• Documentation of the products, SOPs etc. and maintain the updates
• Weekly and monthly reporting from the tools
• Review meetings with the stakeholders
• Maintain technical skill continuity and consistency of other stakeholders
• Ensure continuous improvement of services provided
• Work with various teams for smooth transition of deliverables
• Includes preparation of other stakeholders to support new technology
• Develop and maintain Training Plan
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Work closely with stakeholders to implement technical action items
• Ensure implementation of BOP (Best Operating Practices)
• Establish communication link with other zones relative to technical and support environment
• Manage small Service desk related projects.

Key Skills

• Hands on Experience on, Systrack, Engagements, Resolve
• Good understanding of monitoring fundamentals
• Disciplined, systematic problem-solving skills required
• ITSM ticketing tools such as Remedy, Service-Now
• Hands on MS Office Suite usage
• Has knowledge of Windows Administration like basic Windows troubleshooting, understands and troubleshoots CPU, IO and utilization.
• Has knowledge of Web Servers, IIS, knows how to reset IIS, stop a web site, reads IIS log files for errors, etc.
• Overall understanding of Windows EUC Support (SCCM, enterprise applications, hardware etc.)
• Service management skills

Additional Advantages

• Has knowledge of basic level of scripting knowledge like VBScript & Powersell
• Has knowledge of basic level of web technologies like HTML and JavaScript.
• Has knowledge of Hitachi products, installation folder, services, and components.
• Hands-on experience on tools like Solarwinds, Systrack, Aptean Optibot, Bomgar etc.
• Has knowledge of Hitachi products, installation folder, services, and components.
• Has knowledge of Administration activities of Hitachi SSPR.
• Has knowledge of raising tickets with Hitachi for any Level 3 support.

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Should have a great customer handling skills
• Can drive HCL's value and its methodology

Other Skills / Experience

• Ability to learn new technologies quickly.
• Ability to configure and administer monitoring tools.
• Ability to maintain system documentation.
• Team Player.
• Good interpersonal and communication skills.
• Schedule flexibility.
• Customer service focus essential.
• Interest in evolving technologies.

Years of Experience

• Total: 4 - 6 years' experience in Information Management, or Customer Service delivery field
• Relevant: 2-3 years' of experience in managing monitoring tools

Desired Certification requirements

• ITIL foundation

Education requirements

• Bachelors / Masters / Equivalent

Skills Required