System Support Analyst at HCL Technologies (Detroit, MI)

Role: System Support Analyst L2

Location: Detroit, MI

Employment Type: Fulltime

Roles and Responsibilities:

This role will provide technical support and consulting services on all IT related matters, including laptop and desktop hardware, peripherals, desktop and mobile phones. The position will also provide ad hoc training on application use and various internal process and procedures as well as assist in providing periodic reports, inventory management, and other administrative tasks, as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. This job may require occasional evening and weekend shifts.

RESPONSIBILITIES:

Provide onsite(local) technical support to End users

• O365 configuration/fixing issues related to it.
• Multi factor authentication issues related to O365.
• Outlook issues and configuration.
• Troubleshooting mobile platform issues related to O365.
• Congfiguring O365 in Mobile platform.

Troubleshoot multiple computer and mobile platforms: Macintosh, Windows, Linux, Android and iOS

• Experience in supporting Okta single sign on applications.
• Basic Active directory knowledge to troubleshoot level 1 account level issues
• Printer support experience
• Experience in service now ticketing system usage.

Provide advanced support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as specialized department-specific applications

Manage and provision equipment for all new hires (mobile phone, desktop peripherals, laptops and desktops)

Troubleshoot and support video conference equipment, including events held onsite

Remotely troubleshoot local and networked printers, including multi-functional copiers

Open, track and close all service requests, as well as manage the classification, assignment, tracking, and completion of requests

Identify and implement innovative solutions to resolve customer issues

Ensure resolutions are consistent with company standards and policies

Liaise between local suppliers/Suppliers and our internal GTS team when troubleshooting as necessary

REQUIREMENTS:

3-5 years of end-user support experience

Passion for providing the best customer service

Advanced knowledge of Windows and OSX platforms. Linux is a plus.

Familiar with standard networking concepts (TCP/IP, Windows Networking, VPN)

Experienced supporting productivity tools such as the Microsoft Office Suite, Google Apps, and gMail in a corporate environment

Experienced utilizing spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred

Mobile support experience for iOS, Android, and MDM solutions

Flexibility to extended hours or modified schedule to support planned activities or emergency situations

Excellent written and verbal communication skills

Excellent organizational skills and ability to prioritize tasks among many competing requests

MCP, MCDST, A+ Certifications, and knowledge of UNIX systems is a plus

Self starter with an openness to learn

Ability to work in a dynamic team environment

Ability to lift up to 50 lbs

EDUCATION:

Bachelors Degree in MIS or equivalent degree is recommended, but not required

Regards,

Saimani S

svnmanikanta.s@hcl.com

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