Technical Support Associate

Roles & responsibilities : - Troubleshooting problems related to Desktop / Laptops, MAC, Windows operating systems and O365 / M365 applications.- Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.- Should be familiar with collaboration tools, meeting room equipment and meeting room checks.- Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.- Troubleshooting Windows Profile, printers, shared drives related issues.- Troubleshooting network connectivity issues.- Deploying standard image on desktops and laptops using Endpoint manager / Intune.- To provide 1st line technical support; answering support queries via phone and email.- To maintain a high degree of customer service for all support queries and adhere to all service management principles.- Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager / In tune, M365 etc would be preferred.Technical Proficiencies : - To take ownership of user problems and be pro-active when dealing with user issues.- To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.- Respond to inquiries from clients and help them resolve any hardware or software problems.- To escalate more complex calls to the relevant IT Support member.- To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.- Pre-build PCs. Good Experience in deskside support.Required Skills and Experience : Minimum 3 years of experience- Associate Degree in Computer Science or related field- Exhibit HCL Technologies Guiding Principles- Professional demeanor- Excellent communication skillsAdditional requirements : Must possess a valid driver's license.