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Team Leader IT Help Desk (L3/L4 Support)

Bengaluru, KA
Job Code:
  • IT
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Job Details

Key ResponsibilitiesResponsible for building and maintaining standard desktop hardware and software configurations including workstation images and application packages that will be used across the enterprise. This includes building, testing and deploying both custom developed and 3rd party applications and patches. Responsibilities also include assisting and supporting other initiatives including Software Change Management, VDI Deployment and Support, Hardware selection and deployment, and desktop operating system support and deploymentResponsible for ensuring the interoperability, standards and quality on all desktop deployments on supported Windows desktop platforms following defined company processes. Creates long term strategies for the Desktop teamAssists the team in resolution of issues submitted to the IT Service Desk to ensure effective operations and resolutionProvides leadership and mentors less experienced team members on more complex issues on a daily basisResponsible for researching and analyzing technical industry trends to formulate business relevant technology ideas that support BCs strategic plan and business objectivesTakes the lead on researching current technical trends. Keeps management and the Desktop team current on these trends. QualificationsBachelors Degree in Computer Science, Computer Engineering or related field5+ years of SCCM experience required (1000+ Users) (SCCM 2007 & 2012)4+ years Tier 3/4 Support in an Enterprise Desktop Environment RequireSound working knowledge of network concepts including, TCP/IP, DNS, and LAN/WAN conceptsSolid understanding and competency with Microsoft tools, ie. WSUS, ADFS, DFS, AD, group policies, etc.Effective communication skills, both written and oral, and presentation skills are required as is the ability to communicate calmly and patiently with both technical and non-technical audiencesAdvanced experience with migrating and major upgrades to Windows and Mac based operating systems, including installation, system administration and troubleshooting a plusAbility to engage in deep system level problem determination and resolutionMust be able to work well within a technical team, as well as interface well with the inside business units and individuals from the business user communityRequires a high level of knowledge in the field of computer science, including hardware and software products, computer systems, problem troubleshooting, information reporting, and data management for large complex systems.Excellent ability to diagnose Personal Computer system and printer issues using knowledge base or existing technical knowledge / skillsMinimum five years of Windows/Mac Desktop deployment and Support experience requiredKnowledge of ITIL best practices is desired. ITIL Foundation Certification is a plusAt least one Current Microsoft certifications such as MCDST (Microsoft Certified Desktop Support Technician), MCSE (Microsoft Certified Systems Engineer) or equivalent skills is required.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-4


Customer Support | H/W Installation/Maintenance | Network Planning
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