DSS Lead
DSS Lead
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Salary Not Disclosed
1 Vacancy
Job Description
Title: DSS Lead
Location: Day 1 ONSITE - Melbourne FL
Duration: 1 Years
Job Description:
General Description
Responsibilities:-
Experience in manage a team of Deskside support Engineers and Adhering to SLAs
Experience in Managing Deskside Support Team
Good Customer Handling Skills and act as Single Point of Contact
ITIL Processes awareness and adhering to
Reporting to the Service Success Manager / Delivery Manager
Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
Troubleshooting technical issues
Ensuring that the processes are adhered to
Building 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 & Remedy
Troubleshooting 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 satisfaction
Performing asset inventory activities as needed
Create documentation for process and procedures
Break-fix troubleshoot and resolve software issues; Reimaging computers/hard drives
Providing frontline customer support at the Genius Bar including hardware and software troubleshooting and diagnosis.
Technical Requirements
Required Skills / Qualifications:
Minimum 4yrs hands on experience as deskside/Onsite support/local IT engineer
Strong Microsoft Operating System installation (Win11/MAC) and troubleshooting skills
Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices Network and Datacenter Equipments/Devices
Strong experience in troubleshooting MS office (Outlook Word Excel PowerPoint etc.)
Strong desktop support knowledge including hardware software and networking concepts
Strong skills in Desktops Workstations Notebooks and Printers and Handhelds
Good knowledge of MAC OS IPAD and Android devices
Knowledge in windows Image build process and SCCM deployments.
Basic understanding of Audio/Video equipment and conference room setup
Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools tool. Escalations
Troubleshoot and assist end users with mobile device setup activations and performance issues.
Handheld Blackberry Android & IOS support knowledge
Strong Customer service skills
Strong written and verbal communication skills
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skill
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCLs value and its methodology
Other Skills / Experience
Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required.
Excellent trouble-shooting skills
Must Have experience in Providing smart hands support for Network and Datacenter Equipment
Years of Experience
Min 5 years experience in a similar position Work in similar technical profile.
Certification Preferable
A Certified
Employment Type
Full-time
