Information Technology Support Engineer

Job Description

JD FOR Hands & Feet Services

Roles and Responsibilities

· Update DC Sheet/Inventory

· Update DC Portal

· Server OS installation.

· Server Configuration

· Update Firmware, BIOS and drivers etc.

· Vendor co-ordination for hardware issue

· Share Logs with Vendor for hardware issue

· Vendor Escorting in DC

· Parts received and return

· Server Mounting

· Server Movement

· Rack Movement

· Prepare Gatepass for Device Movement

· Escorting Vendor in MUX Room

· Coordination with Network Team

· Network Connectivity

· Coordination with Teams (VM, Storage, Backup & Unix)

· Maintain DC Store (Server Part Only)

· Coordinate with Custom for Material inspection

· Coordinate with Logistics Team

· PO and Invoice status check

· Maintain Authorization Sheet (DC, MUX & Fire Proof Safe)

· MUX room cleanup

· DC cleanup

· Check and maintain Power and Cooling in DC

· Labeling on Racks and Devices

· BMS servers issues

· provide Recording Backup as per admin request

· Tape Movement to Fire Proof Safe

· ATS Installation

· ATS Configuration

· PDU Installation

· Reports

· Remedy and Tasks

· Mail update (1.) - Conduct periodic audits across LoBs to ensure adherence to regulatory compliance and CoE processes

· Collate audit findings, analyse the same and prepare reports on the findings

· Support to the LoB HR to come up with an action plan based on the audit finding

· Follow up with the LoB HR for execution of action plans to ensure closure of non-compliance

· Prepare reports periodically for the CoE review with the Senior Management

· Share reports / data with the LoB HR leaders on a periodic / ad-hoc basis to help them monitor their average resource cost targets / wage bill as a % of revenue / other relevant KPPs and metrics

· Track lateral hiring as per the lateral hiring grid / other metrics relevant to LoBs and share reports with them as and when required

· Compile data and prepare monthly / quarterly update reports as per the requirement of LoBs and CoE

· Share reports with the supervisor for review and circulation to relevant stakeholders

· Provide inputs (if any) on improving the current reports

· Study the HR plan and understand requirements from the CoE

· Understand the requirements from LoBs; Document the requirements for automation / enhancement of the process and share with supervisor for review

· Provide recommendations to the supervisor on the design / change of HR processes basis their implications in HCL context, best practices through competitor analysis and research material available

· Pilot and test the new process; Prepare training material, support socialization of the same across Business Units

· Coordinate with the LoB HR and Business leaders to enable rollout of the new processes

· Follow up with the Process and Policies Team to ensure right automation and policy document updation due to changed processes

· Respond to customer queries as and when required and escalate to supervisor when required

Soft Skills

• Strong written and verbal communication skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Strong customer service skills

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

• Must be detail oriented and self-motivating , self-starter with ability to work on their own initiatives

• To work through issues analytically to a successful conclusion

• Flexibility with respect to time – client deliverables need to be met with a Can do attitude

• Excellent problem solving / quantitative/ analytical skills

• Experience of managing and leading a geographically and culturally diverse team

Desired Experience

• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)

• Strong Microsoft Office skills (Outlook, Word, and Excel)

• Thorough understanding of Outlook's calendaring tool

• Understanding of Exchange functional accounts and how they are used within Microsoft technologies

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

• Desk side Support Management

• Customer Relationship Management

• Vendor Relationship Management

• Project Management

• SLA Management including Incident, problem, Configuration, Service request etc.

• Daily review with the Country Managers

• Periodic reviews with Customer and Vendors

• MIS and Reporting

Other Skills / Experience

• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.

• Management of the Region

• A significant travel is expected on the job – hence should be willing to work in such a role

• Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired