Sitel Looking for IT Site Support – HYD at Hyderabad, Telangana Full Time

Summary of Primary Job Responsibilities:
The IT Support team maintains the computer networks of all programs and support functions in the company, providing technical support and ensuring the whole company runs smoothly. IT Support monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems. Because of the nature of the job, some companies may require their IT Support to undertake shift work.

• A technical, logical thought process
• Problem-solving skills
• An ability to stick to strict deadlines
• An ability to prioritize
• A keen eye for detail

Support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, applications (Sitel and Client) and software.

They are responsible for answering queries and addressing system and user issues in a timely and professional manner.

Support team (OSE) will train users on basic system and computer functions.

Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of IT support’s day-to-day role.

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education (if beyond High School or equivalent):
High School or Equivalent ( with 4 yrs+ experience as a IT/Desktop support

Bachelor’s Degree or equivalent experience

Additional and plus points are – Hardware and software certification

CCNA or Diploma in Hardware and networking

MCSE

Experience Target (in this job or a related function/field):
4+ years

Technical expertise

Managing the sifts

Experience handling team

Excellent communication skills

Site support experience for IT support

In the absence of Site Lead take charge of team management and over all deliverables

Additionally

Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

Ability deploy, configure, and support operating systems on desktop and mobile

Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).

Maintain user PCs, including upgrades and configuration as needed.

Keep inventory of all equipment, software, and license users.

Install, configure, and upgrade PC software.

Strong communication skills (across all levels of the organization).

Administration and Maintenance of Dialer.

Tickets SLA

Managing checks for the dialer to keep it optimized

Managing the required maintenance schedules with the OEM to keep the UCI functioning at an optimal level

Skills: (identify essential skills required or additional skills that enable success in performing this job

In the absence of Site Lead take charge of team management and over all deliverables

End user support

Installation, configuration, troubleshooting, uninstallation of OS and standard Office automation

applications.

Windows Operating system support for – Win 7.1, SP1 & Win 8.

Installation of standard software.

Installation of application clients on Desktops and Laptops.

Hardware and Software upgrade on end-user computing devices.

Configuration of printers, WI-FI, emails.

Managing disk/folder sharing and permission settings on desktops.

Identify the frequent problems and reporting SITEL about the generic solution.

Installation of Patch Updates using tool / Manual as per the frequency set by SITEL.

Prepare & Maintain standard Operating Environment (SOE) with images for quick roll out.

SITEL will provide access to MS Lync or other custom tool to CMS engineers to aid remote support.

Voice & Network – need to have basic L1 knowledge, crimping, colour codes, troubleshooting techniques, etc.

Voice – Resource should be able to configure desk phones (Avaya).

LAN support

Rectify LAN Problems at the Users end.

Support for LAN issues limited to configuration issues excluding support to LAN devices.

Smart phone support

Configuration of Client applications on Smart Phones/Tablets.

Antivirus management

Scanning and Removal of virus /Malware from end-user computing devices.

Installation of antivirus tool and regular definition update.

Vendor management

Maintaining database of the various vendors with details like contact person, telephone nos.,

Escalation matrix, response time and resolution time commitments etc.

Co-ordinating with the vendors to get the Incident & problems resolved and extended warranty

support.

Escalate the problems based on the severity level as mentioned in the escalation chart and follow

up with the Supplier on best effort basis to resolve the problem.

Asset management

Maintaining Location wise asset list.

Monitoring AMC/ Warranty details of the asset along with third party warranty details.

Monitoring health of systems.

LAN sweeper access and training to be provided by SITEL.

VC support

Testing of equipment’s and problem rectification during meetings.

Co-ordination with third party vendor for service and support for technical issues

Remote Support

Experience in providing remote support to users connected from Home or other locations

VPN troubleshooting

AWS troubleshooting

Must have experience using RDP tools

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

Understanding and appreciation for information security within systems and user devices.

Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks and time.

Special Certifications (if appropriate-identify if required to perform the job or just preferred):

n/a

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

Little to none ( Except for Site installation which cannot be managed remotely

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)

Position may be located at any Sitel Operations center.

Essential Functions: (describe job responsibilities necessary to achieve the position’s purpose)

Importance

Essential Functions and Duties

Approximate % of Total Job

1

Ticket handling

70%

2

Shift handling & assignment of tasks

10%

3

Ensure updated documentation of all programs

10%

4

Documentation and compliance

10%

Other Functions: (describe job responsibilities important to the job but not necessary to achieving the position’s purpose)

Importance

Other Functions and Duties

Approximate % of Total Job

1

Shadow Site lead- to handle the site in the absence of the site lead

2

Decision Making Authority: (describe the authority permitted by the job by indicating examples that illustrate the types of independent decisions expected by the incumbent and the types of decisions expected to be recommended)

Independent Decisions Expected

Recommendations Expected

Resolving tickets for Desktop related issues

Tickets in queue to to be addressed real-time

Requirements for hardware and software upgrades

Requirements for compliance requirements

Requirements for CR downtimes

Requirements for maintenance downtimes