Vip Support Engineer

VIP Support - (Loc: Ballabhgarh)

• Resolution of Desk side related issues within SLA
  
• Installing & configuring new devices, updates & patches.
• Standard products support for Setup (LT/DT/Printers/Scanners/Mobile etc).
• Installing standard Image and Software Windows & standard applications updates for non-compliant device supporting Standard applications & devices. (MS Teams, Cisco JabberEnterprise Voice, Microsoft Outlook/Exchange/Lotus notes/O365)
• ITSM Tool - Updating Tickets comments & closure remarks.
• Licensing with Warranty, AMC & other 3rd party Vendors,Resolution of RO/ZO & Part Centre calls & Remote support.
• Conducting awareness training session to users on new technologies, Anti-virus Management & Security Disk encryption Support.
• Identify incidents related to Application, or Operating System thru ITSM Tool.
• ITIL Basic Understanding (Incident, Problem, Change, Service Level Management)
  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 Conducting awareness Training Session of Users on New Technologies and Devices(Quarterly)