Job Details

Role: Remote Desktop Support
Location: - Melbourne, FL

Primary:

• IP Phone support experience necessary
• Expert in handling Office Applications i.e Outlook ,MS Teams , Zoom Conferencing
• Understanding of Networking .e Routers, Switches ,LAN/WAN

Job description:

Responsibilities :-

• Coordinate desktop changes to avoid deployment collisions.
• Prepare requests for rollout
• Prioritize change requests
• Create roll implementation process
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Have some level of technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Understanding and experience of change management process.

1. Phone support experience necessary.
2. Technical helpdesk or technical call center experience is necessary.
3. Disciplined, systematic problem solving skills required.
4. Windows Operating systems
5. Clients: Windows7, Windows Vista, Windows XP, Windows 2000
6. Servers: Windows 2000, Windows 2003, Windows 2008,
7. Knowledge of Active Directory, Exchange 2003/2007
8. ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
9. Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
10. MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
11. Internet browsers (e.g. Explorer, Chrome, Firefox),
12. VPN and remote dial-in users
13. Support for laptop, desktops, and printers
14. PDA and blackberry support
15. Others: Adobe Acrobat and other common desktop applications like Winzip, etc

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills [B2 LEVEL]
• Should have a great customer handling skills
• Able to handle unforeseen situations
• Other Skills / Experience
• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• High level of acceptance
• Can drive HCL's value and its methodology

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relevant : 2 - 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,

- Preferred MCP/MSCE/MSCA or HDI CSS

- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

- Bachelors / Masters / Equivalent