Technical Support Lead

Job Description

Technical Support LeadHewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.Our new innovative IT services organization is HPE PointNext. We have the expertise to advise, integrate, and accelerate our customers outcomes from their digital transformation.Responsibilities

• Single Point of Contact (SPOC) for the customer at the HQ and Regional Office for technical support related issues for end user.
• Manage Technical Support for End User devices, LAN/WAN & Cabling issues
• Liaison with respective ISPs for connectivity / Technical support issues
• Liaison with hardware and application service providers within and outside the organization for extending technical support
• Liaison with Data Center team for Server / Network Connectivity / Application related issues
• Establish process for Video Conferencing equipment like creating a daily checklist for site engineers to follow at the respective site
• Ensure email related issues pertaining to VIP / Key users are addressed on top priority
• Customer Escalation Management Monthly review with the customer for respective site F2F or VC
• Managing VIP users of each site. Getting regular feedback about the services.
• Publish periodic reports to customer Establish IMAC process for each customer site.
• Manage inventory across all the customer sites, do monthly reconciliation and sign off from the customer at the respective site
• Updates the status of hardware warranty and AMC status to all concerned
• Ensure Customer approved Security policy compliance at all times is maintained across all end user devices. Ensure policy adherence by all site engineers
• Ensure Antivirus update on all end user devices
• Create Standard Operating Procedures (SOPs), review and update existing ones time to time as per the requirement
• Ensure respective site engineers log each incident in ITSM Tool and track incident life-cycle management. Raise problem tickets as and when necessary
• Owner of Knowledge Base creation, ensure the same is embedded as part of the system at each site. Encourage team to contribute to KBs, review quality of KBs created by the team and publish in ITSM Tool
• Review vendor performance and SLAs on monthly basis or as directed by the Project Manager
• Ensure onsite engineers follow customer s site access and other guidelines that is not limited to service window, attendance discipline, availability of services / resources, handling and usage of the assets provided by the customer for service delivery, site entry & exit guidelines, bio-metric attendance registration/de-registration of onsite technical support engineers, material/spares parts movement and access to other facilities like cafeteria, meeting room etc. provided by the customer at the respective site.

Skills Required:

• Hands on experience in installation, configuration, integration and troubleshooting of end user devices like Workstation/AOC/PC/Laptop/Thin Client/Mac Devices/ Printer/MFP/TFT/LCDs/ Wireless, Networking Switching & Routing, Operating System installation, OS Patching, Security Update, troubleshooting/isolation of hardware and software issues.
• Upgradation of new OS, new releases of the existing OS, Thin client & Virtual OS Configuration ITSM & ITAM Tool experience like CA/Service etc.
• Email management for end user devices Antivirus Management Video Conferencing Equipment configuration like Polycom/Cisco/Avaya/Creston etc.
• MS Office, PowerPoint presentation, Microsoft Excel, and Data analytic skills.
• Problem Solving skillsITIL V3/V4 Foundation Certified
• Excellent communication skills, written and verbal communication skills in English & Hindi
• Must have a service and support mind-set Document organization and control Skills in developing Action Plans for customer resolution. T
• Technical escalation management Asset Management MCSE/CCNA is preferred

Education BE/B.Tech / M. Tech/MSc/MCA qualification or equivalentExperience:

• Should have relevant 10 Years experience, 5 years experience in Technical Team Lead Role
• Should have managed a team of 50 End User Support Engineer across multiple sites, supporting end user environment (Public/Government Sector preferred)Onsite customer facing experience responsible for End User Service Delivery
• Accountable for technical support and resolution for End User Technology / Components

Join us and make your mark!We offer:

• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it

Then let s stay connected!https://www.facebook.com/HPECareershttps://twitter.com/HPE_CareersJob:ServicesJob Level:ExpertHewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.,

Keyskills :
end user supportpower point presentationmultiple sitesdata analyticstroubleshootinguser supportslalancctvdeliverystandard operating proceduresoperating system installationdata centerit services