Roles & responsibilities: • Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications. • Troubleshooting Unified communication tools such as Teams, Zoom video call related issues. • Should be familiar with collaboration tools, meeting room equipment and meeting room checks. • Must have exposure to Windows 10 and 11 migration, user profiles management, data backups. • Troubleshooting Windows Profile, printers, shared drives related issues. • Troubleshooting network connectivity issues. • Deploying standard image on desktops and laptops using Endpoint manager/Intune. • To provide 1st line technical support; answering support queries via phone and email. • To maintain a high degree of customer service for all support queries and adhere to all service management principles. • Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred. Technical Proficiencies: • To take ownership of user problems and be pro-active when dealing with user issues. • To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs. • Respond to inquiries from clients and help them resolve any hardware or software problems. • To escalate more complex calls to the relevant IT Support member. • To notify relevant staff to arrange for external technical support where problems cannot be resolved in house. • Pre-build PCs. Good Experience in deskside support. Required Skills and Experience: Minimum 3 years of experience • Associate Degree in Computer Science or related field • Exhibit HCL Technologies Guiding Principles • Professional demeanor • Excellent communication skills Additional requirements:- - Must possess a valid driver's license.