Sr Technical Lead (Support & Operations)

• Build and install PCs, telephone systems, wireless  networks  and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop inf rastructure,  in accordance with  defined  process  and  standards . Experience with d esktop peripherals like Docking stations, monitors,  Multi-Function Devices (MFDs)

• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products , etc.

• Maintain installed PCs, networks, telephone  systems  and periphe rals with routine maintenance

• Identify ,  log  and resolve technical problems with software  applications or network systems

• Identify  potential changes and system improvements to present to senior team leaders for con sideration and implementation

• Ensure that work is carried out within agreed service levels and  in accorda nce with  department guidelines .  Create,  maintain , and distribute reports of progress to senior leadership

• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor

• End-To-E nd responsibility for time critical tasks, by engaging the  appropriate partner  to  perform the activities

• Must have worked for global customers and  ready to work in 24X7 environments. rotating shifts & rotating weekly Offs.  Able to use end user support tools like RDP, and/or other support tools.

• Real time  acknowledgement and ownersh ip of IT infrastructure alerts.  Quickly address the critical alerts and follow up with respective teams  till  the resolution.  Account lockouts, password resets,  O365 issues support.

• Must have  strong communication  skills  (Verbal and Written)  and the ability to articulate task management, priorities, and issues ,  participate  in customer visits, conference calls, and  assisting  with defining the scope of services tasks

• Ensure configurations are  optimized  to enable monitoring of all related systems for fault/events including outages and performance issues and health checks  in accordance with  established policies and procedures

• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks  etc , MS Office products,  EzOffice , Using h elpdesk  portal and a dministration .  Supporting  Thinclients  / Virtual PCs (VDI) (Windows) , Desktop Operating Systems. Knowledge  on  VPN  services,  managing EUX inventory.

Preferred Qualifications -

• Bachelor's degree in Engineering , Computer Science, Management Information Systems, or related field

• Atleast   2 + years of experience supporting ServiceDesk or Deskside  tasks.