Customer Name JCBLOCATION BallabhgarhDOMAIN EU SupportLevel (L1/L2/L3) L2Required Relevant Domain
Experience
3-4 yearsJob Type (Onsite/Remote) OnsiteShift details (General/ 24X7) General shiftQualification GraduateCertifications Required if ANYRole PurposeEnd User support for enhancing the service quality to their business users.
Job Responsibilities
- Onsite Support services to resolve desk side related issues.
- Install desktop/laptop OS as per requirement, add/remove accessories, devices, peripherals and
configure PCs.
- Maintain record of new machines installed movement of machines within site, changes in
configuration of machines and informing asset coordinator about the changes.
- Installation of the standard Desktop Application packages like Office 365 along with the relevant
updates that may accompany the application as part of the contract.
- Provide support for desktop Standard Products (Laptops, Desktops, Printers, and Scanners etc.)
- Apply emergency software fixes in support of problem resolution with the help of the OEM.
- Ensure proper local area connectivity to all desktops / laptops in coordination with JCB local IT
Team.
- Troubleshooting & resolving user problems remotely for first level & Engineer dispatch at second
level
- Patch management (based on tool provided by JCB)
- Update the ticketing tool with the activities performed at site.
- Anti-virus management (based on tool provided by JCB)
- Provide necessary assistance in liaising with JCB’sthird-party vendors with regards to the
coordination on maintenance support
- Routine checking of anti-virus log files for checking of any virus detected and cleaned on the
desktop.
- Fixing any Paper Jam related issues and First level of servicing of the printers to ensure smooth
functioning of operations.
- Identify incidents related to Application, or Operating System thru ITSM Tool.
- Installation and configuration of the customer specific software packages
- In the event the situation needs escalation to the vendor, Engineer will coordinate with the
Vendor till the resolution of the problem.
- Restart Print Queues in case of a ‘Hung’ State
FOR HPE
ProjectManagerDateSignatureFOR CustomerProjectManagerDateSignatureTechnical Skills/Knowledge requirement
- Communication Skills.
- Experience with ticketing systems and remote support.
- Strong understanding of ITIL framework and best practices.
- Coordinate with Hardware support teams/vendors and resolve any hardware failures in the
printers.
- JCB level E-Mail Management L1 Support for O365
- Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly)
- Mailbox Creation/Group Creation
- Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail
Traffic.
- Escalation to JCB UK team for Deletion/ Modification/ Movement
- Escalation to JCB UK team in case of issue in SOP based activities
- Email Password Change assistance, if requested by user
- First Level Email Client troubleshooting
VIP Support
- Overall Ticket ownership and management for VIP Users (GM and Above)
- Supporting Microsoft Desktop/Laptops, Apple technologies and Devices and network
connectivity.
- Supporting Skype/Cisco Jabber Enterprise Voice and Microsoft Teams / O365, including advanced
troubleshooting.
- Support of iOS and Android mobile devices and MDM solutions.
- Support Full Disk Encryption, Antivirus and SCCM for endpoint management and software
delivery.
- Support for any AD Group membership, access related issues for VIP users.
