ICT Technician

Job description

Job Description

Date: Sep 11, 2018

The Engineer – EMB/ELX is a technical support role at EGI whose primary responsibility is to provide day to day support for EMB/ELX users. This is an Internal Service / Help Desk role, interacting with people of all levels in Ericsson offices across India. The Service Desk Engineer is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.

The successful job applicant will present himself / herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Service Desk Engineer is expected to provide these services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.

·  Receive, manage and record IT help desk requests receiving either by telephone or Web Tickets.
·  Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
·  Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician (Level 2 or Escalation Team).
·  Troubleshoot and resolve end-user MAC & Linux operating system, Network and connectivity, software related problems, including all issues which fall under the scope of support for EGI.
·  Basic installation, configuration and support of all IT equipment
·  Work as a team member, providing support to colleagues as and when required.
·  Able to react to change productively and handle other essential task as assigned.
·  Share new solutions with the group as part of “Sharing Best Practices”
·  Work the line manager during Year review of targets and participate in group and 1 on 1 discussion with the Line manager.
·  Contribute & Participate for the overall improvement of the program / company.

·  Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
·  Ensure that all detailed required (incl Mandatory fields) for the issue are documented in the Ticketing system.
·  Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
·  Provide helpdesk support and resolve problems to the end user’s satisfaction
·  Monitor and respond quickly and effectively to requests received through the ITSM
·  Utilize and maintain the helpdesk tracking software
·  Document internal procedures
·  Assist with on boarding of new users
·  Connect with the Quality team for regular feedback sessions and to work on the AOI’s (if any).
·  Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
·  Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
·  Report all issues that needs attention from the Ticketing system to the L2 Lead.
·  Willing to work in shifts in a 24/7 support team
·  Enrollment process using JAMF
·  Monitor JSS server dashboard closely and push new packages to MAC client
·  Monitor Distribution point on Linux based server
·  Remotely work on user machine via JAMF/Casper Remote

·  Essential Communication Skills
·  Working experience on Linux and MAC Platforms
·  Working experience in JAMF
·  Complete knowledge of Jamf Tools
·  Application packaging for MAC
·  Knowledge in policy and configuration profiles deployment
·  Understanding Customer Satisfaction
·  Good Probing and troubleshooting knowledge in Linux and MAC
·  Good / Excellent knowledge in Networks & Connectivity
·  Telephone Communication Skills
·  Dealing With Difficult Customer-Service Situations
·  Developing and Practicing Assertiveness in Customer Support
·  Ethics in the Workplace
·  Team Building Practices, Principles and Issues
·  Tools, Problem Solving, and Processes
·  Staying Current in the Industry
·  Tools and Technologies for the Support Center
·  Understanding Computer Telephony Integration
·  Creativity and Problem Solving, Out of the box thinking
·  Support Processes and Process Integration

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: India (IN) || || Bangalore || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 244350