L2 technical support

Cloudxtreme; Hyderabad, Chennai District, Bengaluru; Hybrid; INR 400,000 - 560,000; Full time

Job summary

Deloitte's ITS Walk-up in Hyderabad provides frontline IT support, handling hardware and software issues, asset management, and user guidance. The role focuses on delivering exceptional service to walk-in customers and internal teams.

Candidates should have a technical degree and strong knowledge of Windows/Linux/macOS, Active Directory, and collaboration tools. ITIL/MCITP certifications are preferred. Training on AV/VC equipment is part of the role.

Qualifications

• Qualified engineers with B. Tech/BE/Engineering degrees.
• Strong troubleshooting skills across software and hardware.
• Familiarity with Microsoft Office, Outlook, and collaboration tools.

Responsibilities

• Deliver world-class customer service at the ITS Walk-up.
• Provide hardware and application support and manage assets.
• Install and configure firm-standard images on laptops and desktops.
• Interface with customers and vendors as required.
• Follow directions to implement new technology and provide after-hours support as needed.
• Deploy and support mobile devices including activation and configuration.
• Build relationships with business users and document issues for knowledge bases.

Skills

Technical troubleshooting

MS Office

Lync

Windows OS

Mac OS

Networking

Video conferencing

Active Directory

Telephony equipment

Mobile devices

Education

B. Tech / BE / Engineering

Tools

Dell Certification

HP Certification

Job description

Role & responsibilities

A person having high aspiration and passion for customer service excellence can accomplish their vison in Deloitte.

TSS is the vital point of contact for all IT related incidents and service requests. Ability to demonstrate and communicate effectively with the wide variety of people in a dynamic, fast-paced environment, which provides services in professional manner, through email, phone, in person (Walk-in Customers). You need to be highly motivated team player with the skills and ability to manage ambiguity.

Work youll do

• Focus on delivering world class customer service to every customer coming at the ITS Walk-up.
• Provides Hardware and Application Support. Asset management and tracking of hardware and software.

This duty requires knowledge of existing processes.

• Install and configure firm-standard images on laptops & desktops.
• Interface with outside customers and vendors as required
• Follow direction of immediate supervisors or managers to implement new technology.
• Provide after-hours emergency support on a rotational basis as outlined per ITS service level agreements.
• Provides Mobile Device deployment & support; activities include End user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution.
• Grows relationships with business users at all levels in organization. Promotes ITS services, engages customers to understand business needs and maintains ownership for problem resolution. Maintains other technology related updates to enhance the customer relationship.
• Adhering to existing processes. Documents problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets. Adheres to policy and Service Level Targets (SLTs) through accurate recording of service activities, asset transactions, data retention, and PC compliance activities. Performs password resets and workstation management in Active Directory.
• Supports and provides training for Audio/Video Conference equipment throughout the office. This would include various projection equipment, Daily check and event startup and support of Video Conference Systems (Television/Cable systems).
• Assists infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required.

The team

TSS team is proud to be part of Deloitte's Information Technology Support Services spread across Hyderabad, Mumbai, Bengaluru & Delhi. This team is responsible to accomplish various Customer support task at the ITS walk-up to deliver world class customer service. This team takes care of new hire laptop setup, End of Lease activity, PDA support, Printer support & VC support at local offices.

Qualifications

Required:

• B. Tech, BE & Engineering Graduates
• Technical troubleshooting, Strong Microsoft Office (Outlook, Word, Excel, Power Point), Lync, Windows and MAC operating systems, mobile device hardware and software, networking, video conferencing, Audio/Video, Telephony equipment, Active Directory administration will be an advantage.

Preferred

• ITIL – Certification
• Microsoft MCITP – Certification
• A / N+ Certification a plus
• Industry certifications such as Dell or HP a plus
• Basic knowledge of overall network/systems security