Layer : P2B ROLE COMPETENCIES TECHNOLOGY a) Experience in critical VIP support b) Should have exposure to PC, laptop and printer troubleshooting. c) Should have exposure to Win 7 apart from win 2K, XP, etc. d) Should have exposure to basic network troubleshooting e) Should have exposure to installation of software and application f) Exposure to Lotus notes, MS Outlook, MS word, MS excel and Media back up g) Exposure to Blackberry configuration h) Knowledge on desktop, laptop inventory (IMAC process) i) Good interpersonal, Analytical skills, Systematic and rational approach in identifying & understanding problems. j) Hardware and Networking: Hardware Knowledge on Multiple Vendor product. Fair technical understanding of native remote management (remote console) tools. k) Operating Systems - Server & Desktop Windows 2Kx, Windows x: What is OS, concepts of Client OS and common checks and comprehend common error messages l) Active Directory: What is Active Directory m) Exchange & Mobility: What is Exchange & Mobility & its features n) Backup: Working knowledge on Setup and Configuration of native & 3rd party backup management tools & troubleshooting. Technical understanding of different types of backup and restore scenarios o) Outlook / Email Client: Basic knowledge of configuring mail client account (Outlook Express, MS Outlook) p) Cluster / NLB: Theoretical Knowledge of Clusters q) Antivirus: Working knowledge of native & 3rd party antivirus management tools, Virus definitions/ signature update, etc. r) Asset Management: Detailed knowledge and proficiency in following the asset management process, tracking IMAC, asset reconciliation, tracking build, deployment and deletion. MAIN RESPONSIBILITIES AND ACTIVITIES a) Good communication (written & oral) b) Willingness to work 24/ 7 c) Troubleshooting: Analyze problems with the service and resolve the issues, Gather information from customers either by chat or e- mail to enable effective troubleshooting, Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment, Report issues to vendor/ ISP/ carrier and follow up on updates. Escalate issues as per Escalation Matrix, Install/ Uninstall various software and upgrades equipment when necessary, Monitoring and maintaining/ reducing the queue size. Resolving Technical issues at level 1( Incident and Service request) d) Hardware and Software Management: Monitoring CPU, memory and hard disk utilization, Monitoring the event viewer and generating reports e) Providing New Desktop Installation and Software Installation Reports, Make team members aware of any changes or scheduled activities so that effective follow up is possible., Updating the latest anti- virus on servers and monitoring the anti- virus patches on Servers and Desktops and generating Reports, Track the assets issued to users and maintain a database report of assets. Updating KB and CMDB whenever there is a need. Handling Backup Activities on daily, weekly and Monthly . Generating the Reports on all Backup activities. f) Process Compliance: Gather information from vendor and customer and update the tickets regularly as per the defined process, Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report), Following the various Escalation Matrix (Vendor , Internal and Customer defined), Ensure tickets are closed post user/ customer communication, Maintains inventory of PC equipment with Asset Executive, Special focus on Power User calls, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process, Comply with defined processes and update tickets with SLA .