IT Technician End User Support

• Deploy and administer IT systems in the assigned region, including end-user desktops/laptops, computing servers, network equipment, voice and video hardware and mobile devices

• Installing and configuring, monitoring, maintaining and administering software and hardware computing systems.

• Perform emergency or periodically planned IT systems administration tasks; preventative, proactive and corrective maintenance/upgrades and configuration changes of IT infrastructure/solutions. Perform incident resolution or, when needed, escalate to the appropriate group.

• Interact with regional Support Coordinators and Service Fulfilment Analysts to track and prioritize incidents and tasks in the ticket queues.

• Execute software installation and deployment to computing systems.

• Execute asset change tasks and reflect such changes in appropriate databases.

• Provide IT consultation to the end user.

• Distribute new-user IT starter package and provide initial user IT orientation.

• Ensure security and policy compliance while performing technical tasks.

• Participate in regional and cross-regional technical meetings internally and with Suppliers.

• Contribute updates to technical documentation, procedures and process definitions.

• Perform emergency or periodically planned information systems administration tasks, maintenance/upgrades and configuration changes.

• Conduct systems performance analysis and provide feedback to functional leads and colleagues in the Continual Service Improvement function.

• Contribute to IT International projects as needed and as coordinated by the assigned project manager. The IT Technician frequently interacts with a globally diverse user base, in a primarily English communication environment.

• Dell prides itself on a multicultural workplace with non-local employees encompassing a large percentage of the IT Technician’s user base or IT peer group.

• Understanding a customer’s request or coordinating with global IT teams, in English, will be mandatory. Business travel may be required, as driven by business needs.

• 10 years of previous experience in Desktop End User Support services

• High level of knowledge around IT Service Centre, Ticket Management

• Experience of any workload management tool preferably GSEP and TFS

• Good and quality interpretation, written, communication and documentation skill

• Exposure to work on high volume data driven applications will be a plus

• Good analytical and problem-solving skills

• Customer Facing Skills, services oriented

• Self-Motivated, able to succeed with limited directional oversight

• Strong Communication skills

• Ability to influence at all levels

• Self-Directed Learner / Desire to learn new technologies

• Positive team player, keen to get stuck in to get the job done committed to excellent customer service

• Good Conflict Management Skills

• Advanced English Level

• Able to work under pressure

• Ability to adapt quickly and lead change

• Work effectively in a team-based organization

• Multitasking and ability to work in a high-pressured environment, extra hours, and weekend (when required)

Cocolevio India LLP