Reporting to: FTS Technology APAC Lead
Department: Products & Technology
Global grade: N/A
People manager: No
Purpose of the role
The GOOD Desktop Support Technician provides support and maintenance for CWT’s end-user compute devices. Includes installation, troubleshooting and maintenance of on-site equipment (HP PCs, laptops, thin clients, printers and video conferencing) to ensure optimal workstation performance. This role would also remotely assist APAC WFH users virtually through Teams chat and video calls. The technician acts as “smart hands” onsite to remotely facilitate Tech teams such as Network, Security and Infrastructure teams to resolve incident tickets.
Act as gatekeeper of IT production environment, the “face of IT” to end user compute queries.
Diagnoses, troubleshoots and configures End User Computing devices, Cisco conferencing equipment, network devices, on-site AV equipment on-site and remotely while WFH.
Acts as “Smart Hands” for remote Tech resolver groups to facilitate the troubleshooting and resolution of network, security, infrastructure and local access control servers hosted onsite.
Works efficiently via ServiceNow tickets and consistently updates users via comments and work logs, and communicate to users via Webex Teams, emails or in-person.
Consistently adheres to Inventory Management and maintains inventory listing of all on-site Tech equipment for physical audit purposes.
Involved in real estate projects to re-locate offices and work with vendors, building management and internal L3 Tech resolver groups to design, implement and re-position Tech equipment and services.
Experience & education:
Diploma or Bachelor’s degree in Computer Science, or equivalent experience.
2+ years’ relevant experience required with intermediate level of knowledge.
Experience supporting end-user compute devices, networking and basic application support.
Experience with ServiceNow ticketing system, Active Directory & Outlook administration, SCCM & PXE re-imaging of PCs and configuration of Citrix thin clients.
Ability to communicate effectively in English, both written and verbal.
Knowledge, skills and abilities (KSAs):
Basic knowledge on Cisco networking, Avaya Telephony and Lenel physical security.
Working knowledge of Active Directory, Outlook O365, SCCM Imaging, Citrix thin clients, Webex Collaboration tools, HP computers, laptops and thin clients.
Understand and readily complies with CWT’s internal security policies
Experience working in cross-functional teams and a collaborative environment
Customer-oriented and maintains a positive attitude even in challenging situations.
Environment: Travel industry experience or work experience in a global MNC is advantageous.
Primary Location: IN-HR-Gurugram
Work from home: Yes
Employment type: Standard
Job Family: End User Technology
Shift: Day Job
Organization: P&T_Enterprise IT
Job Posting: Nov 22, 2022
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