Smart Hand Resource (L2)

Key Responsiblities:

1. Incident & SR Management through CRM tool. (Service Now)

2. End User Experience Management. (Interact, meet and greet professionally along with speedy resolution to their issues and requirements)

Executive Support & Experience Management

Onboarding Support.

5. End Point Readiness. (Imaging, Media Sanitization (Kill Disk, Blanco etc.), Reimaging, QC, Labelling)

6. IMAC Support. (Laptops, CBs, MacBook’s, Desktops, and related peripherals, Print and Scan devices)

7. End Point Support. (Remote and Deskside) (First Level H/W & OS & Application Support). (Laptops, CBs, Macbooks, Desktops and related peripherals, Print and Scan devices; Windows & Mac OS ; Standard Applications)

8. End Point Redeployment. (Part Replacement, Unit Replacement, Media Sanitization, QC and reimaging if needed)

9. Vendor Partner Liasoning. (Warranty Coordination & Escalation with OEMs or partners)

DC and Telecom Activities Support

Support New Transitions and Infra Projects

12. Scheduled Activities. (Training Rooms checks, VC Rooms Checks, DC Hygiene Activities, others)

IT Asset Management Support

14. Metrics and SLA's criticality awareness and able to track them at high level.

Qualification & Certifications

Graduate OR 3 Years Diploma in Electronics & Communication or Computer Engg.

3-4 years of experience.

ITIL Ver 3/4 trained. Certification added advantage.

Excellent domain knowledge and technical orientation.

Soft Skills:

Customer Service and Problem-Solving attitude.

Excellent communications skills in English and local Language.

Should be able to deliver on tight timelines.