· Act as single point of contact for various stakeholders – Faculty/Students/Staff/Senior Leadership providing technical assistance over the phone or email (L1 support) through Centralized Service helpdesk as per the set standards and process

· Follow the ticketing system procedure and record the events/ problems and assigning service tickets to the section/team members and follow up for the closure of the tickets.

· Coordinate for the user feedback for the severity-based calls and

· Follow the escalating procedure and coordinate with the team lead for any unresolved issues to the next level of support personnel as per the SLA

· Understand the user requirement/incident/problem and perform technical support for hardware and software systems installation, up gradation, and troubleshooting

· Provide remote support based on the end user’s request for all technical assistance of IT services for online class platforms, LMS, Applications services, Desktop trouble shootings

· ‌Configure the computing systems with OS and other utility software and printers to the end users and troubleshooting the issues on need basis.

· Provides support to install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets on a need basis as per the IMAC procedure and standards.

· Update the complete details of incident/problem and resolution steps in ticketing system

· Understand and provide seamless event/classroom support following all defined checklist for the various event in Boardroom, Digital Classrooms across the campus.

· Perform the preventative maintenance of IT Computing & AV equipment’s in the boardroom, digital classroom as per the defined checklist

· ‌Reset the password of Email, Application, Web portals etc and share the credentials to the respective end users personal registered mail/mobile.

· Support for the end user backups of emails, system data as per standard procedure

· Support for any email campaign services like mail merge to the internal/external users for the various events.

· Coordinate for the student & staff/ faculty on boarding/exit formalities of IT services & Access permissions

· ‌Provide support for online class and official meetings, events as per the checklists defined and with the service engine log

· ‌Gather and update the inventory of all equipment, software, and license users on timely basis as per the allocated locations
Consolidate and submit the weekly tasks performed as per the agreed standards

Expected Start Date: 1/8/2021

Job Types: Full-time, Walk-In

Salary: ₹15,000.00 – ₹25,000.00 per month

Benefits:

• Health insurance

Schedule:

• Day shift

Supplemental Pay:

• Yearly bonus

Ability to Commute/Relocate:

• Vijayawada, Andhra Pradesh: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Education:

• Bachelor’s (Preferred)

Experience:

• IT: 1 year (Preferred)
• total work: 3 years (Preferred)
• Desktop support: 1 year (Preferred)

Work Remotely:

• No