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L2 - Remote Desktop Support Engineer

4.00 to 7.00 Years   Pune   13 Nov, 2020
Varian Medical Systems India Software Pvt Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryPharma / Biotech
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Position Summary:

  • This position is for 24*7 rotational shift Remote Desktop Support role.
  • Working within the international team helping and solving technical issues raised by Varian internal users from Varian s international sites. Interacts directly with internal users, technical and non-technical personnel, monitors and enforce SLA s and follows incidents, requests, problems to resolution
  • Maintain, troubleshoot and resolve the all aspects of the end user computing infrastructure including end user device operating systems, end user device hardware, application delivery, client device provisioning, operating system upgrades and patches

Major Responsibilities:

  • Provide Level 2 remote desktop support for Varian s global end user base as part of the international IT Support organization
  • Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines
  • Resolve and respond to user questions received via telephone, email or other collaboration methods meeting defined SLA s
  • Provide advanced troubleshooting, research root cause of problems, lead problem resolution by planning, building and rolling out solutions, escalate to other support groups and vendors support as necessary
  • Be able to diagnose, analyse and solve complex personal computer hardware, software and Microsoft Windows operating system problems and demonstrate excellent troubleshooting skills
  • Develop, automate and implement operations best practices in the end user computing space
  • Documents new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required
  • Interacts with both technical and non-technical personnel and follows problems to resolution
  • Collaborate effectively and closely with end users, IT stakeholders: Level 1, Level 3 support groups and business stakeholders
  • Maintain good relationship with internal customers and other support groups
  • Maintain password, data, and system security for the environment according to IT processes and standards
  • Willing to adopt a flexible work pattern and working in a 24/7 shift pattern to be able to support remote users worldwide
  • Assist and support the IMS team in other areas as requested by the line manager

Candidate Profile:

  • Educational Qualification : Bachelors/ Masters Degree from recognized university
  • Experience : 5+ years of relevant Remote Desktop Support experience

Knowledge:

Must Have Skills:

  • Strong listening, written and verbal English communication skills.
  • Hands on experience of Windows 10 troubleshooting (Preferred 2nd level)
  • Hands on with desktop computer operations - Specially with Dell laptop
  • Hands on experience with LAN, WIFI and VPN setup and Configuration
  • Experience of MDM configuration, Email issues on Iphones and Android devices
  • Basic Knowledge on Anti-virus and Malware softwares
  • Must be mature and tactful
  • Must be highly motivated and have a positive attitude
  • Must be a team player
  • Excellent analytic and logical thinking
  • Self-sufficiency in solving complex problems and delivering projects
  • Sound understanding of customers and their requirements.

Good to have :

  • MCSA, MCP Certification Preferred
  • CCNA Certification Preferred
  • Quick Learner
,

Keyskills :
operating systemsvideo conferencingknowledge basesupport groupsantiviruswindows 10hardware networkingcomputer hardwareproblem resolutionroot causetroubleshootingremote desktop supportit supportservice levelremote supportaccountsremote desk

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