Job Overview
"As a member of the BDC DFS IT team, he/she will be responsible to provide tier1 and tier2 operational support for desktop, laptops and telephony request with in Client BDC that meet a diverse set of business requirements which will include technical support for all IT related tasks like desktop hardware, including; computers, printers, phones, network, PDA's, Windows, UNIX, and Linux systems
He/she should also be responsible for evaluating new technologies. Keen to solve problems within a collaborative environment. He/she should be responsible for addressing any crises which occur and need immediate attention.
Provide tier1 and tier2 operational support for Client BDC customers which includes:
1. Primary focus on day to day ticket operations for BDC LAB related IT support
2. Desktop/laptops Support- Hardware ,Software, Apps Installs/Setups, printers, phones, network, Windows, UNIX, and Linux systems
3. IT Ticket queue management and follow process
4. Technician will be responsible for managing his/her queue. Including documenting work and communication through Service now ticketing system. They are required to contact the customer within 24 hrs of receiving the case and follow up should be done according to the established DFS standards. Service now work orders should contain detailed information pertaining to the case as well as the resolution. Email communication is required through the ticketing system. Cases are expected to be completed on or before set Service Level Agreements
5. ONCALL Support - Technician/s will be assigned to afterhours ONCALL support on a need basis. The responsibilities are for 7/24 DFS support if required
6. A Team player willing to support other IT Team members on a need basis.
7. Standardizing service delivery through creation of knowledgebase and standard operating procedures.
8. Partner with cross functional service teams to provide support for critical issues
9. Debug & provide solution to SW & LAB customers need.
10. Power shell or Python scirpting will be added skills."
Min. Qualifications
Any degree associated with computer science or electronics background
Education - Required Bachelors Degree in any stream
Education - Preferred Bachelors Degree in Computer Science, Information Technologies or Electronics Engineering
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