SPECIALIST
: Job Details :

Job Description (Posting). Job description Keywords for searching Profiles .IT specialist; IT onsite support; IT onsite service Relevant Experience : years 1 - 3 years onsite service experience Summary of the role L2 Specialist: OSS Job Description in details using Skills , Product names , Certifications etc. OSS provides local and agreed remote site support for all local IT services. Support includes handling of user incidents and requests, management of different infrastructure and application components together with the service owner, service centres and the operation teams. The job holder independently manages and develops certain assigned responsibilities by seeking contribution from colleagues. In addition, he/she may occasionally participate to development projects when agreed beforehand with the superior. Technical knowledge of IT solutions including but not limited to workstation, server and LAN knowledge. Providing IT support on client site Windows OS Windows Server/AD basic knowledge Microsoft Office applications (O365) Basic understanding of network devices (Cisco and HP) Basic understanding of Network topology (TCP/IP, DNS, WINS) Experience managing mobile devices Experience managing printer support Experience of working in an ITIL environment Basic understanding of first level application support Strong customer service mindset Conduct support operations with global team and tools on a day-to-day basis Willingness to travel, not more than 20% of working time Excellent interpersonal and communication skills in verbal and written English. Local language requirement based on service location Primary Skill Good understanding of IT Service Management processes and practices Demonstrates a positive and productive attitude Manages to prioritize tasks and work under pressure Inspires the trust of others Follows organization s goals, values, policies, and procedures Manages competing demands, frequent changes, and uses time effectively Strong business understanding Experience on preferably several of technological domains: Servers & Storage, Communication Technology, and Managed Desktop Services Problem solving capabilities Secondary Skill UNIX Experience of working in projects Experience of IT operations for Factory and Office environment Alternate Skills Certifications Completed Advantage - ITIL V3 or V4 Products Used : ITSM Tool; Service Snow Location Details including Post code for onsite if not HCL center : (Optional) Label Mill - Mills River400 Broadpointe Drive28759 Mills RiverUSAReporting manager: Roxane Landrus-Jenkins ...@hcl.com (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases