Good working experience with ServiceNow, BMC, or any other ITSM tools.
Good exposure on SLA adherence for Desktop Support tickets.
Hands-on experience in Windows 10 & 11 imaging (PXE boot, flash drive installation methods)
Windows migrations process Windows 10->11
Should be familiar with SCCM / Intune, Active Directory, BitLocker and other endpoint tools.
Perform software installation, updates, and troubleshooting
Install and troubleshoot Antivirus, Zscaler, Global Protect, Citrix etc.
Provide printer support – installation, configuration, and issue resolution
Handle LAN & Wi-Fi related issues.
Coordinate with Dell and HP vendors for hardware break-fix activities
Familiar with office licenses E1, F1, E3, E5 etc.
Provide MDM support for iPhones and iPads.
Basic knowledge of virtual desktop environments (VDI).
Level 1 support for network devices Switch, Router, Modems, Links, Access points.
Escalate the tickets to other resolver L2/L3 support teams on time to conclude the issue resolution with in the SLA.
Mobile Device Management with iphone & ipad - both Corporate & BYOD assets.
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