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Team Lead-Cloud & Infra Operations

BirlaSoft -
Mumbai, Maharashtra

Apply Now

Job details

Qualifications

ITIL Certification
SCCM
iOS
Windows
Microsoft Office
Computer networking
MacOS
ServiceNow
Intune
Mobile devices

Full job description

Country/Region: IN

Requisition ID: 35191

Work Model:

Position Type:

Salary Range:

Location: INDIA - MUMBAI - BIRLASOFT OFFICE

Title: Team Lead-Cloud & Infra Operations

Description:

Area(s) of responsibility

Job Title: Onsite Deskside Support Engineer

Job Experience: 3-5 years experience

Location: Respective Weatherford local office (as assigned)

Role Overview:

As a key member of the Technology team, the Onsite Deskside Support/ Service Engineer provides onsite support for incidents, problem resolution, and project implementation. This role addresses technical issues that cannot be resolved remotely, collaborates with global support teams, and consults with local business leaders to align IT support with business needs.

Key Responsibilities:

Technical Support

Analyses and resolves information system issues related to the desktop computing environment, production applications and hardware
Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
Installing authorised software to laptops and desktops
Ensuring security and upgrades are applied to desktops and laptops and kept up to date
Antivirus installation to all desktops and laptops
Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
Support and assist users with Onboarding & Offboarding process
Support and maintain local conference and meeting room equipment
Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
Consult with local business and senior leadership to evaluate support requirements and execution planning.
Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review
Technical support for local applications where applicable alongside other tech or business teams Technical Expertise

Service Management

To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
- resolved to agreed targets as defined in the Service Level Agreement (SLAs).
- Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
- Manage calls with 3rd party suppliers where necessary through to closure
- Escalate calls where necessary to the support manager, report on status of outstanding calls
- Builds relationships with other international support teams to create a cohesive support team
- Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
- Drive technology adoption of end user services related applications and systems
- Support Audits related activities alongside other tech functions and business.

Preferred Qualifications:

Excellent technical knowledge in all key areas of EUS technologies, e.g.
- Windows and Mac OS
- Microsoft Office Specialist (MOS) and/or Microsoft 365 certified
- iOS and Android devices
- Hardware and Peripherals
- Mobile devices
Excellent knowledge on IT Ticketing Systems, especially Service Now
Conferencing and enterprise voice
Audio visual systems (TV/Projector systems) and conference technology
Knowledge on SCCM and Intune
Basic Network Skills to support the local Office Infra as needed
Experience in working with an International Support Environment
ITIL certified (Preferred)

Apply Now

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