Job TitleResponsibilities:Adhering to SLAsITIL Processes awareness and adhering to Reporting to the Track Lead / Team LeadHandling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issuesEnsuring that the processes are adhered toBuilding and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.Tracking work tickets on ITIL based ticketing system like Service Now & RemedyTroubleshooting network connectivity issues and diagnosing and solving hardware/software issues. Performs repairs on computers, laptops, printers and any other authorized peripheral equipment Improves and maintains customer and employee satisfactionPerforming asset inventory activities as needed Create documentation for process and proceduresBreak-fix, troubleshoot and resolve software issues; Reimaging computers/hard drivesProviding frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.Technical RequirementsRequired Skills / Qualifications:Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineerStrong Microsoft Operating System installation(Win 7Win 8.1/Win10 / MAC OS X) and troubleshooting skillsStrong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and building of Mac machines, and pushing applications via Mac serversStrong experience in troubleshooting MS office, O365 (Outlook, Word, Excel, Powerpoint etc)Strong desktop support knowledge including hardware, software, and networking conceptsStrong skills in Desktops, Workstations, Notebooks and Printers and HandheldsGood knowledge of MAC OS, IPAD and Android devicesKnowledge in windows Image build process and SCCM deployments.Basic understanding of Audio/Video equipment and conference room setupUser account creation for Active Directory, Exchange Mailboxes, Distribution listsRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.EscalationsTroubleshoot and assist end users with mobile device setup, activations and performance issues.Handheld Blackberry, Android & IOS support knowledgeStrong Customer service skillsStrong written and verbal communication skills