Country/Region:
IN
Requisition ID:
27049
Work Model:
Position Type:
Salary Range:
Location:
INDIA - PUNE - BIRLASOFT OFFICE - HINJAWADI
Title: Technical Lead-Cloud & Infra Engg
Description:
Area(s) of responsibility
Core Competencies
- 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
Skills with M/O flag are part of Specialization
Think Holistically -PL3 (Behavioural)
Win the Customer -PL3 (Behavioural)
Availability Management -PL4 (Functional)
IT Infrastructure -PL4 (Functional)
Incident Management -PL4 (Functional)
Capacity Management -PL3 (Functional)
Mobiles-Support - PL3 (Optional)
PC Hardware-Support - PL3 (Mandatory)
Windows - PL4 (Mandatory)
O365 - PL4 (Mandatory)
MS Active Directory - PL3 (Mandatory)
Service Level Management -PL3 (Functional)
Network Support - PL3 (Mandatory)
Peripherals-Support - PL3 (Mandatory)
Service Catalogue Management -PL2 (Functional)
One Birlasoft -PL3 (Behavioural)
Results Matter -PL3 (Behavioural)
Get Future Ready -PL3 (Behavioural)
Help the tribe -PL3 (Behavioural)