It Support Tech 2
Year Hyderabad, Telangana, India
Job Description
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The IT Advanced Customer Support Tech is a member of the Customer Support team. They are responsible for maintenance and internal support of RSM LLP\xe2\x80\x99s PCs, printers, servers, and related equipment.
Essential Duties Provide level 2 end user support including but not limited to:
- Monitor and respond timely to support tickets in the queue(s).
- Document Service Desk ticket tech notes for escalation or resolution of service requests.
- Assist with Service Desk tickets in the regional queue in supporting all locations in the region/company.
- Send Corporate IT communications to internal customers.
Support and maintenance of PCs including but not limited to:
- Complete PC setup and deployment for new employees using standard hardware, images, and software.
- Train new employees on the use of PC and other networked equipment using standard training documents.
- Assign users and computers to proper business groups in Active Directory.
- Perform timely workstation hardware and software upgrades.
- Troubleshoot and resolve hardware, connection, and software issuesreported to the Service Desk and assigned to the regional IT Advanced Customer Support Tech.
- Coordinate with authorized vendor for PC hardware repair.
- Monitor and remove virus, spy-ware, and other non-authorized software.
- Maintain and/or coordinate PC hardware inventory.
- Order and purchase standard equipment and software through approved vendors.
Support firm software
- Support Desktop Management with post-mass deployment issues of standard software
- Provide IT support for local software within their region. May coordinate support with a Product Champion.
- Upgrade local server software as necessary.
Participate in team and projects including:
- Regular scheduled regional calls.
- Assist other IT Coordinators in the region, and/or company.
- Proactively support Corporate IT and customer support changes and initiatives.
- Test phases of changing hardware and software standards.
- Monitor ticket queues to ensure SLAs and OLAs are met.
- Utilize the standard Knowledgebase per standard procedures.
- Complete various projects and tasks as assigned as such:
- IT focus groups
- Reconciliation of Active Directory permissions as per internal securities audits.
- Reconciliation of licenses associated with locally purchased software.
- Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.
- Tasks related to potential office remodels or relocations.
- Maintain network file and print server
- Update networked applications as required.
- Maintain daily tape backup and off-site tape storage.
- Report file and server issues to the Service Desk for further assignment.
- Setup and maintain network printers, scanners, and multi-function devices.
- Coordinate copier/MFD repairs with authorized repair vendor.
- Provide phone support in centralized VoIP locations.
- Facilitate legal matters compliance with Internal Legal and IRM requests including:
- Complete legal hold workstations procedures and hard drive copies as requested.
- Preserve backup tapes and other electronic media as requested.
- Other duties as assigned.
EDUCATION
- Graduation
TECHNICAL/SOFT SKILLS
- Working knowledge of hardware and applications including but not limited to:
- Windows Server OS, Microsoft Windows OS, MS Office Suite, asset management, Lotus Notes,
- Microsoft Active Directory, computer imaging software, CA Unicenter ServiceDesk software, VoIP phone systems, CCH ProSystem FX, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.
SPECIAL REQUIREMENTS SPECIFIC TO JOB
- Excellent verbal and written communications
- Demonstrates a working knowledge of the technology tools required within assigned responsibilities
- Effective organization and time management skills
- Ability to manage multiple tasks
- Strong attention to detail
- Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
- Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
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Job Detail
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Job IdJD3038816
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationHyderabad, Telangana, India
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EducationNot mentioned
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ExperienceYear