Desktop Support RTAC

Position Description:

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title: Desktop Support RTAC Engineer

Position: Systems Engineer/Senior Systems Engineer

Experience: 3 to 6 yrs

Category: IT Infrastructure

Main location: Hyderabad

Position ID: J0726-0014

Employment Type: Full Time

Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Job Description:
As a RTAC Engineer would be responsible to ensure the qualitative remote resolution of incidents and also work proactively in reducing the number of incidents. Further responsibilities include but are not limited to:
Work as a second line remote desktop support for in-house and external clients
Accept incoming tickets within the response SLA
Diagnose and provide proper technical resolution to operating system software and application related issues
Follow standard call resolution procedures within RTAC
Technically escalate the tickets which requires further investigation to the third line support teams
Work effectively to update the knowledge base with known errors/workarounds.
Closely monitor the recurrence of incidents and raise problem tickets as necessary
Update the tickets promptly on a regular basis
Identify and escalate situations requiring urgent attention

Key Responsibilities
-24X7 support for all the CGI members in Global
-L2/L3 Technical assistant and troubleshooting on Laptop Desktop VPN RNAS etc.
-Windows OS Issues and supported applications
-Software installation for License key
-Minimal activities on Active Directory and SCCM push for software if packaged.
-Onboarding activities on Laptop Configuration
Required Skills :
Desktop Troubleshooting
User Profile
PC Slowness
Domain Authentication
File Share
Browser issues
Connectivity
WLAN / WIFI
Home share / Offline Sync
Internet / Intranet
Network Authentication
Application
Core Apps & MS Office Suite
Post configuration (basic)
Hardware Diagnosis
Printer Configuration
3G Dongle Configuration
Driver / firmware update
Bluetooth devices
VDI Support
Med-V
Deployment of Med-V
Application redirection
Web URL redirection
Med-V Network & connectivity issues
Application deployment & troubleshooting
Share drive redirection & Printer configuration
App-V
Deployment of Apps
Repair & troubleshooting of apps
VMWare Workstation
Deployment of Guest OS & Apps
Disk expansion
Deployment & Maintenance
Operating System Deployment
Application Deployment
SCCM Client troubleshooting
Windows Patch troubleshooting
McAfee Antivirus troubleshooting
Encryption Apps (PGP SEE & Bit Locker) support
Other Support Activities
Problem ticket initialization & coordination
Documenting technical solutions for new issues
Vendor Coordination for application issues
OS Migration support (On Demand)
Reporting (on Demand)

Behavioural Competencies :
Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan prioritize and complete your own work whilst remaining a team player
Willingness to engage with and work in other technologies

#LI-SA2

Skills:

• English
• Help Desk/IT Services
• IT Service Management

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our teamone of the largest IT and business consulting services firms in the world.