Title:  Technical Specialist-Cloud & Infra Engg

Area(s) of responsibility

Birlasoft is looking for Technical Specialist Cloud & Infra Engineer for their client in Cleaveland, Ohio office location, its a onsite role.

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 A Field Support Engineer must respond to all client queries. This position may require working after hours as well as a presence on site, as required. The professional collaborates with other network and inventory of IT assets Hardware throughout their life cycle. Tracking, monitoring, and recording hardware assets to ensure compliance with company’s finance records.

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 and L3 troubleshooting for Windows and 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 and Laptop

• Experience in phone system administration

Operational Requirement

• Provides third level investigation and diagnosis

• Resolves and closes incidents and service requests as per help desk procedures and within SLA

• Escalates unresolved incidents and service requests within agreed timescales

• Logs relevant incident and 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 and 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 and maintains documentation on Ticketing tool

• Special events coverage

• Local network support and or assists centralized Network team