Technical Support Engineer - L2

Cloudxtreme; Hyderabad, Pune District, Gurugram District; On-site; INR 360,000 - 440,000; Full time

Job summary

Deloitte's ITS Walk-up service in Hyderabad handles end-user IT support, device provisioning, and conference systems for staff across multiple offices. The role emphasizes customer service, hardware/software troubleshooting, and asset management with opportunities for after-hours support.

The candidate should have a tech background (B.Tech/BE) and strong knowledge of Windows, Mac, Office, AD, and networking to assist users and keep systems secure.

Qualifications

• Technical troubleshooting across hardware and software.
• Proficient with Microsoft Office applications and email clients.
• Experience with Windows and Mac operating systems and basic networking.

Responsibilities

• Deliver world-class customer service at ITS Walk-up.
• Provide hardware and application support and asset tracking.
• Install and configure standard laptop/desktop images.
• Interface with customers and vendors as needed.
• Follow supervisor directions to implement new tech.
• Provide after-hours support on a rotational basis.
• Deploy and support mobile devices; guide users and configure accounts.
• Build relationships with business users to understand needs and resolve problems.
• Document issues for knowledge bases and tickets, follow SLTs.
• Manage password resets and workstation management in Active Directory.
• Train and support Audio/Video conference equipment.
• Assist infrastructure teams with LAN/WAN/Telephony tasks.

Skills

Troubleshooting

MS Office

Lync

Windows OS

MacOS

Networking

Video Conferencing

Active Directory

Mobile devices

Telephony

Education

B.Tech / BE / Engineering

Engineering Graduate

Tools

Dell/HP hardware

Job description

Role & responsibilities

*We need excellent communication skills*

We have maximum budget for this Position - 4LPA Fixed budget

ANALYST End User Support (Contract)

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 Deloittes 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