Windows Support

Job description

Position Description:

. Ensure the availability of End User services during India and/or US business hours
. Collaborate with other Fidelity support groups in and out of India
. Supervision of installation of new IT infrastructures
. SLA Adherence
. Customer Service Excellence
. Provide support to general workspace equipment (like Laptop, Desktops, Mobile, Printers, Network , Meeting Room support, etc..)
. Maintain the compliance of the PC builds with Fidelity Standards
. Produce the necessary reports and statistics to control the team productivity and give a proactive answer to re-occurring issues.
. Problem resolution – dealing with escalated issues, liaison with Systems support groups, Network Operations group, external vendors and business units to resolve issues
. Lead root cause analysis to prevent recurrence
. Flexible to work in shifts and support operations 24/5 around the clock

 
 
The Skills that are Key to this role
Technical /  Behavioral
Experience in supporting hybrid Windows and MAC environment
Previous end user support experience, on an user community ?1000 users
Requires knowledge on the following:
MCSE or MCITP
Basic knowledge in SCCM Infra and Application packaging
Knowledge in supporting MAC OSX (Mojave ) , IOS platform, MDMs , JAMF
Application installation and diagnose software failures
Basic knowledge of Active Directory, group Policies and Windows permissions
Basic hardware knowledge.
Ensure tickets are responded to within SLA and fully documented each step of troubleshooting process
Knowledge of ITIL process, ITIL certification will be an added advantage
Exposure to Ticket Tools like Service NowThe Skills that are Good To Have for this role
PowerShell / Python Scripting skills
Good analytical skills
Communicator – excellent written and verbal skills, good attention to detail
Need for flexibility towards working hours during busy periods

Skills:

·  Active Directory
·  iOS/macOS
·  MDM (Mobile Device Management)
·  Windows
·  Shell Script

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.