DSS Lead

General Description

Responsibilities:-

Experience in manage a team of Deskside support Engineers and Adhering to SLAs

Experience in Managing Deskside Support Team

Good Customer Handling Skills and act as Single Point of Contact

ITIL Processes awareness and adhering to

Reporting to the Service Success Manager / Delivery Manager

Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

Troubleshooting technical issues

Ensuring that the processes are adhered to

Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup

Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.

Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.

Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

Improves and maintains customer and employee satisfaction

Performing asset inventory activities as needed

Create documentation for process and procedures

Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Technical Requirements

Required Skills / Qualifications:

Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer

Strong Microsoft Operating System installation (Win11/MAC) and troubleshooting skills

Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices, Network and Datacenter Equipment's/Devices

Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)

Strong desktop support knowledge including hardware, software, and networking concepts

Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

Good knowledge of MAC OS, IPAD and Android devices

Knowledge in windows Image build process and SCCM deployments.

Basic understanding of Audio/Video equipment and conference room setup

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. Escalations

Troubleshoot and assist end users with mobile device setup, activations and performance issues.

Handheld Blackberry, Android & IOS support knowledge

Strong Customer service skills

Strong written and verbal communication skills

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE (Including MS Project and Visio)

- Should have a great customer handling skill

- Able to handle unforeseen situations

- High level of acceptance

- Can drive HCL's value and its methodology

Other Skills / Experience

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required.

Excellent trouble-shooting skills

Must Have experience in Providing smart hands support for Network and Datacenter Equipment

Years of Experience

Min 5+ years' experience in a similar position Work in similar technical profile.

Certification Preferable

A+ Certified