Job description:
Document InformationInformationFile Name JD for EUC Tools Admin in BAUOwner Mohd. AnwerAuthor Himanshu KumarDistributed To / Contributions by Updated / Revised By Reviewer Approver Issue Date 02/03/2024Revised Date Practice Revision HistoryVersion No. Date Prepared by/Modified by Significant Changes GlossaryAbbreviation DescriptionBPS Business Productivity ServicesUSD Unified Service Desk supporting Infrastructure or Application support 1 Job Description of EUC Tools Administrator in BAUDivision / Department Location NoidaJob Title EUC Tools Administrator in BAUStream PRF <>General DescriptionJob description for Workblaze Tools Administrator in BAU profile.Responsibilities Maintenance and Level-2 support for EUC tools like Nexthink/Systrack Workblaze, Healing Station, Optibot, and Hitachi / Sail point/ Password Reset etc. Work on daily operational tasks Documentation of the products, SOPs etc. and maintain the updates Weekly and monthly reporting from the tools Review meetings with the stakeholders Maintain technical skill continuity and consistency of other stakeholders Ensure continuous improvement of services provided Work with various teams for smooth transition of deliverables Includes preparation of other stakeholders to support new technology Develop and maintain Training Plan Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process Work closely with stakeholders to implement technical action items Ensure implementation of BOP (Best Operating Practices) Establish communication link with other zones relative to technical and support environment Manage small Service desk related projects.Key Skills Hands on Experience on Nexthink Sense, ACT & Engage, Systrack, Engagements, Resolve Good understanding of monitoring fundamentals Disciplined, systematic problem solving skills required ITSM ticketing tools such as Remedy, Service-Now Hands on MS Office Suite usage Has knowledge of Windows Administration like basic Windows troubleshooting, understands and troubleshoots CPU, IO and utilization. Has knowledge of Web Servers, IIS, knows how to reset IIS, stop a web site, reads IIS log files for errors, etc. Overall understanding of Windows EUC Support (SCCM, enterprise applications, hardware etc.) Service management skillsAdditional Advantages Has knowledge of basic level of scripting knowledge like VBScript & Powersell Has knowledge of basic level of web technologies like HTML and JavaScript. Has knowledge of Hitachi products, installation folder, services, and components. Hands-on experience on tools like Solarwinds, Nexthink, Aptean Optibot, Bomgar etc. Has knowledge of Hitachi products, installation folder, services, and components. Has knowledge of Administration activities of Hitachi SSPR. Has knowledge of raising tickets with Hitachi for any Level 3 support. Soft Skills Excellent communication and conversation skills (Verbal and Written) Good documentation skills Should have a great customer handling skills Can drive HCL s value and its methodologyOther Skills / Experience Ability to learn new technologies quickly. Ability to configure and administer monitoring tools. Ability to maintain system documentation. Team Player. Good interpersonal and communication skills. Schedule flexibility. Customer service focus essential. Interest in evolving technologies.Years of Experience Total: 4 - 6 years experience in Information Management, or Customer Service delivery field Relev
