Shift Lead (Support & Operations)

Job Summary

Job Requirements -

• Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.
• Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Account lockouts, password resets, O365 issues support.
• Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks
• Ensure configurations are optimized to enable monitoring of all related systems for fault/events including outages and performance issues and health checks in accordance with established policies and procedures
• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks etc, MS Office products, EzOffice, Using helpdesk portal and administration. Supporting Thinclients / Virtual PCs (VDI) (Windows), Desktop Operating Systems. Knowledge on VPN services, managing EUX inventory.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with defined process and standards. Experience with desktop peripherals like Docking stations, monitors, Multi-Function Devices (MFDs)
• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products, etc.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify, log and resolve technical problems with software applications or network systems
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership
• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor
• End-To-End responsibility for time critical tasks, by engaging the appropriate partner to perform the activities
• Responds to incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications.
• Has experience supporting mobile clients like iPad,s Mobile, Tablets

Key Responsibilities

Job Requirements -

• Must have worked for global customers and ready to work in 24X7 environments. rotating shifts & rotating weekly Offs. Able to use end user support tools like RDP, and/or other support tools.
• Real time acknowledgement and ownership of IT infrastructure alerts. Quickly address the critical alerts and follow up with respective teams till the resolution. Account lockouts, password resets, O365 issues support.
• Must have strong communication skills (Verbal and Written) and the ability to articulate task management, priorities, and issues, participate in customer visits, conference calls, and assisting with defining the scope of services tasks
• Ensure configurations are optimized to enable monitoring of all related systems for fault/events including outages and performance issues and health checks in accordance with established policies and procedures
• Knowledge of Windows/Storage/Backup/User Access/Permissions/Networks etc, MS Office products, EzOffice, Using helpdesk portal and administration. Supporting Thinclients / Virtual PCs (VDI) (Windows), Desktop Operating Systems. Knowledge on VPN services, managing EUX inventory.
• Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with defined process and standards. Experience with desktop peripherals like Docking stations, monitors, Multi-Function Devices (MFDs)
• Responsible for the implementation, support, administration, upgradation and management of windows Operating systems, MS Office products, etc.
• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance
• Identify, log and resolve technical problems with software applications or network systems
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership
• End-2-end responsibility by opening tickets at the respective Server Maintenance provider portal and actively following up on the activities until a solution is provided to the requestor
• End-To-End responsibility for time critical tasks, by engaging the appropriate partner to perform the activities
• Responds to incidents utilizing a variety of communication vehicles including: email, bridge calls, conference calls, instant messaging, and one-on-one communications.
• Has experience supporting mobile clients like iPad,s Mobile, Tablets

Skill Requirements

Other Requirements

Preferred Qualifications -

• Bachelor's degree in Engineering, Computer Science, Management Information Systems, or related field

• Atleast 2+ years of experience supporting ServiceDesk or Deskside tasks.