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Country/Region:  GB
Requisition ID:  27090
Work Model:  Hybrid
Position Type:  Permanent
Salary Range: 
Location:  ROW -LONDON-CLIENT SITE

Title:  Technical Lead-Cloud & Infra Engg

Description: 

Area(s) of responsibility

About Birlasoft Ltd.

Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CK Birla Group, Birlasoft with its 12,500+ professionals, is committed to continuing the Group’s 161-year heritage of building sustainable communities.

CK Birla Group | US $3 billion diversified conglomerate that has a history of enduring relationships with renowned global companies.

The CK Birla Group is a US $3 billion diversified conglomerate which operates in three industry clusters - technology and automotive, home and building, and healthcare and education.

Job Description

We are looking for Onsite Support Engineers who can assist our clients in solving complex technical issues. They will be responsible for computer hardware, software and peripherals. Onsite support is the third point of escalation for the resolution of desktop, laptop or printer related incidents, service requests and connectivity issues.

Provide On-Site Support

Network Maintenance

IT Asset Management

Core Competencies

  • Communication skills - Excellent oral and written communication skills
  • Strong Computer Skills and the Ability to Troubleshoot and Diagnose complex problems
  • Exposure to and knowledge of Microsoft Active Directory and Office 365 concepts and administration
  • Experience handling L2/L3 troubleshooting for Windows & MAC OS
  • Experience with Citrix and Microsoft Remote Desktop concepts and administration
  • Knowledge of DHCP, IP routing, VPN, and firewall concepts
  • Experience in supporting minor hardware repairs (Desktop & Laptop)
  • Experience in phone system administration

Operational Requirement

  • Provides third level investigation and diagnosis
  • Resolves and closes incidents/service requests as per help desk procedures & within SLA
  • Escalates unresolved incidents/service requests within agreed timescales
  • Logs relevant incident/service request details per help desk procedures
  • Communicates with client regarding incident progress
  • Ensures tickets are updated at all times until issues are resolved
  • Liaises with clients, other IT support groups and 3rd party providers when necessary
  • Performs imaging/reimaging of PCs
  • Performs IMAC (Install, Move, Add and Change)
  • Conducts hardware and software maintenance and support
  • Troubleshoots and resolves PC incidents and/or VIP requests
  • Coordinates with vendors for hardware repair
  • Assists with Site IT security issues and virus elimination
  • Assists Server Team when server maintenance is required
  • Creates/maintains documentation on Ticketing tool
  • Special events coverage
  • Local network support and/or assists centralized Network team

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