System/Application/Network Support :

• Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2016
  
• Interact with numerous computer platforms in a multi-layered client server environment
  
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, application servers, and administrative systems
  
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
  
• Troubleshooting network connectivity in a LAN/WAN environment
  
• When the restoration is beyond the scope of the Desktop Support Administrator the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member

Desktop Support :

• Install, upgrade, support and troubleshoot, Windows 10 and Microsoft Office 365 and any other authorized desktop applications
  
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
  
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
  
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
  
• Customize desktop hardware to meet user specifications and site standards
  
• Performs work in compliance within specified warranty requirements
  
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
  
• Safely package equipment for branches and arrange for the transport of the equipment
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
  
• When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
  
• Develop trends by monitoring and analyzing incoming calls, problems and support requests 

Operational  :

• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
  
• Provide user data and application recovery
  
• User account administration, i.e., account creation and management and password resets on Active Directory
  
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
  
• Use tools and methodologies to load, copy and customize operating system configurations for deployment
  
• Responsible for tracking hardware and software inventory
  
• Familiarize end users on basic software, hardware and peripheral device operation
  
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator
  
• Works with vendor support contacts to resolve technical issues within the desktop environment
  
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  
• Works with other IT team members regarding new upgrades
  
• Dealing with queries by following departmental procedures for fault resolution
  
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
  
• Arranges for and/or prepares equipment for shipping/receiving
  
• Maintains I.T. records and tracking for area of responsibility
  
• The duties requires that the Desktop Support Administrator correctly records work requests using some applications such JIRA
  
• Ensures that supported customer accurately completes the approved work request with the date and time of submission
  
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
  
• Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
  
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
  
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

General :

• The person should be prepared / willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct.

Core Competencies :

• Applying Expertise and Technology
• Analyzing
• Learning & Researching
• Planning & Organizing
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives

Experience/knowledge & Skills :

• Excellent technical knowledge of pcs and desktop hardware.
• Working technical knowledge of current protocols, operating systems and standards.
• Ability to operate tools, components and peripheral accessories.
• Microsoft Desktop Support Technician an advantage
• Software and Hardware Troubleshooting
• Windows 7, Windows 10 Server 2008/2016 experience
• Routers, switches and firewall experience
• Microsoft Office 2007, Office 2010, Office 365 support
• TCP/IP
• SQL
• Working knowledge of AD
• Knowledge of all software applications used within the organization
• Professional image and grooming
• Self-confidence and interpersonal skills
• Analytical and problem solving skills
• Good communication (both verbal and written) skills
• Planning and organizing skills
• Good administration management skills
• Strong listening skills
• Able to operate effectively in a team environment with both technical and non-technical team members
• Able to operate with minimal supervision
• Able to manage time effectively, set priorities appropriately, schedule calls
• Able to maintain professional demeanor under stress

Qualifications :

• HSC(Grade 12).
• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
• Industry certifications, this can include A+, N+ and/or MCTS/MCITP.

Primary Location :

• Goregaon East, Mumbai – India

Shift :

• Rotational shift