Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Job Title: Desktop Support RTAC Engineer
Position: Systems Engineer/Senior Systems Engineer
Experience: 3 to 6 yrs
Category: IT Infrastructure
Main location: Hyderabad
Position ID: J0726-0014
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description:
As a RTAC Engineer would be responsible to ensure the qualitative remote resolution of incidents and also work proactively in reducing the number of incidents. Further responsibilities include but are not limited to:
Work as a second line remote desktop support for in-house and external clients
Accept incoming tickets within the response SLA
Diagnose and provide proper technical resolution to operating system, software and application related issues
Follow standard call resolution procedures within RTAC
Technically escalate the tickets which requires further investigation to the third line support teams
Work effectively to update the knowledge base with known errors/workarounds.
Closely monitor the recurrence of incidents and raise problem tickets as necessary
Update the tickets promptly on a regular basis
Identify and escalate situations requiring urgent attention
Key Responsibilities
- 24X7 support for all the CGI members in Global
- L2/L3 Technical assistant and troubleshooting on Laptop, Desktop, VPN, RNAS etc.
- Windows OS Issues and supported applications
- Software installation for License key
- Minimal activities on Active Directory and SCCM push for software if packaged.
- Onboarding activities on Laptop Configuration
Required Skills :
- Desktop Troubleshooting
- User Profile
- PC Slowness
- Domain Authentication
- File Share
- Browser issues
- Connectivity
- WLAN / WIFI
- Home share / Offline Sync
- Internet / Intranet
- Network Authentication
- Application
- Core Apps & MS Office Suite
- Post configuration (basic)
- Hardware Diagnosis
- Printer Configuration
- 3G Dongle Configuration
- Driver / firmware update
- Bluetooth devices
VDI Support
- Med-V
- Deployment of Med-V
- Application redirection
- Web URL redirection
- Med-V Network & connectivity issues
- Application deployment & troubleshooting
- Share drive redirection & Printer configuration
- App-V
- Deployment of Apps
- Repair & troubleshooting of apps
- VMWare Workstation
- Deployment of Guest OS & Apps
- Disk expansion
Deployment & Maintenance
- Operating System Deployment
- Application Deployment
- SCCM Client troubleshooting
- Windows Patch troubleshooting
- McAfee Antivirus troubleshooting
- Encryption Apps (PGP, SEE & Bit Locker) support
Other Support Activities
- Problem ticket initialization & coordination
- Documenting technical solutions for new issues
- Vendor Coordination for application issues
- OS Migration support (On Demand)
- Reporting (on Demand)
Behavioural Competencies :
Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan, prioritize and complete your own work, whilst remaining a team player
Willingness to engage with and work in other technologies
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