IT Professional

Provide support to Amdocs internal users for IT related support
Knowledge to support various Desktop and Laptop models available in Amdocs
Image Amdocs Laptops and desktops with the Amdocs image
Should use the internal CRM application to log new cases & update progress on existing cases in a timely manner
Knowledge to support windows related issues escalated by Remote Support
Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines
Resolve and respond to user questions received via ServiceNow, email or other collaboration methods meeting defined OLA and SLA
Use technical knowledge bases(internal & external) to resolve technical issues & collaborate on issues with relevant teams as required
Support meeting/conference room IT infrastructure
Vendor management - Deal with various desktop/laptop vendor to support existing requirements and plan for future requirements.
Initiate procurement requirements for new PC/Laptop devices to support existing and growth requirements
Need to be on call after office hours and during weekends for any major disruptions in IT Service
Document new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required
Collaborate effectively and closely with end users, IT stakeholders

Must have minimum 6 months to 1 year of technical support experience
Excellent communication skills
Knowledge to remote support tools like Windows Messenger, RDP, Net Meeting, SCCM
Excellent knowledge of PC & laptop hardware
Expert knowledge of Windows7, Windows 10 operating system.& Mac OS
Intermediate knowledge of Windows Exchange messaging system
Intermediate knowledge of backup systems like OneDrive, Druva.
Intermediate knowledge of O365.

Preferred Skills/ Domain Knowledge
Windows System Administration. (Windows 7, Windows 10)
PC/Laptop support
Hardware knowledge of laptop, Desktop, printer
Good knowledge of MS suite of products like MS 365
Excel knowledge for reporting.

Required Behavioral Competencies

Ability to work in a team & communicate with team members for either guidance at work or for sharing own expertise
Good collaboration skills to achieve the stated objectives
Excellent English communication skills
Patient with customers
Have an ownership mentality to resolve issues on own or with the help of others
Be a self-starter and the work minimal remote assistance
Come up with ideas, solutions to implement new services to enhance customer satisfaction