Administrator
HCLTech
Tennessee Ridge, Tennessee, United States
Job description: Location: Memphis, TN Support, to the extent permitted by FedEx and using processes and technologies approved by FedEx.Requests include break/fix for pcs, laptops, tablets, desk phones, printers; set up/configuration of newdevices; troubleshoot hardware and software issues; phone consultation, intermediary between end usersand FedEx technical support (Infosec, email, networking, encryption, wireless); asset disposal and datasecurity. Tech Skills Familiar with basic computer and network troubleshooting techniques and methodologiesPC Troubleshooting tasks Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software Installing Printer drivers, IP Printing/Cloud Printing OneDrive Setup and migrations w/ OneNote Cloud Sharing Attempt Data Recovery on failed systems Troubleshoot Encryption issues Troubleshoot Password issues MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 foremployees using iPlanet and O365 Mac LAN / WAN connectivity troubleshootingNetwork Troubleshooting task Diagnose cabling issues Network port connectivity verifications Locating rogue networking devices Networking component swapouts (Router, Switch, WAP) Ability to become familiar with FedEx approved hardware Cisco VOIP installation and troubleshooting supportLAN / WAN support and troubleshooting Ability to utilize TACACS to view switch information Ability to utilize NetDB to perform port assignments Customer Communication Skills Ability to maintain composure with challenging customers Able to direct customers to correct support groups Time and resource management Workload Prioritization Sense of urgency Need Spotlight and Tech Service KB access Due to testing environments...must be able to support all field equipment that FieldTechs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.Additional skills & Support required Freight Level of support provided prior to Execnet Manage Freight HQ PCL Tech would order pc equipment through freight depot Break/Fix / Temp replacements Escalated with Freight Depot Cell support tech setup/troubleshooting of cell phones (non mgmt. included) Ready and assist with video conferencing equipment New board room video equipment Will have some assistance with Video Conference Room support Maintain Video Conference Equipment Point of contact for Level 3 video conferencing Point to point bridging Networking Troubleshoot, cross-connects, monitor port utilization, Wireless APswap-out, Switch Install/Swap-out Work w/ Network Engineer Cisco VOIP support (Install / Troubleshooting) Intermediary between multiple support groups Setup and troubleshoot new-tech non-standard devices (Typically PC equipment,accessories) Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini) To provide support for on call escalations and doing root cause analysis of given issue To independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.