Provide on-site support of Client desktops.
Support personnel will be responsible for resolving hardware and software issues, Installation, removal, move, add and change of client IT workstations/laptop’s and peripheral devices. Manages incidents to completion or escalation to the next level of support as necessary while taking ownership in monitoring progress and reporting the status to the client. understand/apply Quality Matrix when closing tickets.
Required Skills :_
Ability to Install, troubleshoot and configure Windows operating systems, PC Networking TCP/IP, Mobile devices, VPN, supported “shrink wrapped” PC applications and most Pfizer Custom Applications. Ability to contribute to the knowledge management process by documenting solutions in a clear, concise, procedural manner and feedback knowledge for process improvement.
Ability to perform hardware upgrades on client systems including installation and configuration of supported HW peripherals. Memory upgrades, Printer, Scanner installation, Replacement of hard drive, system board, power supply resolving difficult problems.
Knowledge to troubleshooting and software installations of approved SW products that cannot be performed by the Global Service Desk. Microsoft Office Suite, Outlook, Internet Explorer and supported applications resolving difficult problems.
Knowledge of mobile handheld devices; remote email setup, issues relating to business travel and other specific issues relating to the clients job functions.
Ability to work with remote service teams in configuring client system to work with local and remote networks; gRAS and wireless.
Adhere to Client Corporate policies, procedures and required training.
Manage day to day activities associated with assigned tickets including call monitoring, technical escalation.
Lead and Manage technical aspects of small and medium projects responsible for coordination of technical teams.
Ability to perform basic servers, network and facilities trouble shooting under the guidance of the remote service teams.
Ability to understand & execute – documented technical instructions & processes ( example DMS Build process , LAMP process , Installation of Client Software , physical provisioning of servers, setting up of VC equipment’s.
Desired Skills :_
Good customer relations skills.
Strong communication and problem solving skills; willingness to take appropriate actions to resolve difficult problems including escalation to next level of support.
Good organizational skills with the ability to work independently, manage time and multiple priorities to completion.
Initiative, attention to detail, sense of urgency, work ethic and follow-through skills necessary.
High level of flexibility, reliability and dependability.
A+ (preferred) Not available in all Regions
3 – 5 years’ experience of PC troubleshooting installation Services
Training Curriculum to achieve the required Skill sets.
P2L role based Training – “WTI – Site Services Desk side Technician Global”, LAMP training as required based on role of ITMA tech/ITAM Lead.
How to apply: