Technical Specialist

Job description:

Document Information
Information
File Name JD for EUC Tools Admin in BAU
Owner Mohd. Anwer
Author Himanshu Kumar
Distributed To / Contributions by
Updated / Revised By
Reviewer
Approver
Issue Date 02/03/2024
Revised Date
Practice

Revision History
Version No. Date Prepared by/Modified by Significant Changes




Glossary
Abbreviation Description
BPS Business Productivity Services
USD Unified Service Desk supporting Infrastructure or Application support




1 Job Description of EUC Tools Administrator in BAU
Division / Department
Location Noida
Job Title EUC Tools Administrator in BAU
Stream
PRF <>

General Description

Job 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 skills

Additional 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 methodology

Other 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
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