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Wednesday, May 21, 2014

Opening in Mercer for Desktop Support

Any One Matching with Below mentioned criteria, Can share resume on  by EOD.

Work location – Noida
Experience – 4 – 6 yrs
Max salary – 6 lac

Job Description
Local Technology Coordinator


JOB TITLE..............    Local Technology Coordinator (LTC)
Division......................    MMC Global Technology Infrastructure (MGTI)
Department.................    Distributed Operations
Branch........................    Field Support
Reports To..................    Office Technology Manager (OTM)
Market Technology Manager (MTM)
Direct Reports.............    Local Technology Assistant (LTA)/Agency contractors
Job Code....................   
Salary Grade...............    D                                                               
FLSA Status................    Exempt
Last Updated...............    Apr 29, 2014

Coordinates, manages and performs technology support for office environment for India operations in a 12x 5 environment. To keep the front end team focused through analysis of incidents, generate reports on a daily/weekly/monthly basis. Manage vendor relationship.
§  Technical support.  [40%]                           
§  Performs installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software.
§  Assists in the setup and operation of audio visual hardware as required by end user.
§  Determines appropriate hardware and software based on corporate policy and end user requirements.
§  Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
§  Escalates and coordinate incidents to appropriate support groups.
§  Plan and coordinate seat movements for business, which involves disconnects, moves and reconnects desktop technology hardware for multiple users/team.
§  Engaged in first level of troubleshooting for any Sev1/Sev2 issues.  Extending support to global teams to elevate resolution.
§  Extending hand and feet support to Centralised Operations/Telecom operations for infrastructure components installed at GOSS
§  Extending first level support for Cisco Telephony infrastructure for 2000 Extensions.
§  Plan and execute the small projects/major activities for the GOSS office.
§  Administrative tasks.  [40%]
§  Uses corporate incident management system to record and track all support work.
§  Design and distribute daily, weekly and monthly reports on the incidents.
§  Perform analysis on the incidents and drive improvement through analysis.
§  Ensure outsourced vendor is following Incident management system to record and track all support work
§  Maintains accurate hardware and software records for corporate assets for India.
§  Performs time tracking tasks as required.
§  May assist with the procurement of hardware and software as needed.
§  May assist the OTM/MTM with various expense related reports as needed.
§  Vendor management [20%]
§  Develop and maintain relationship with the vendors.
§  Support OTM/MTM with the purchase process within guidelines
§  Ensure payments are processed in a timely manner.
§  Facilitate in the documentation/ building standard operating procedures with respect to procurement
§  Performs related duties as assigned by management.
Education and Experience
§  Associates degree in a technology related discipline;
OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline.
§  Minimum of 4 -6 year related work experience.

Knowledge, Skills and Attributes
§  Knowledge of company desktop operating systems and software.
§  Knowledge of standard computer hardware.
§  Microsoft or other certifications (i.e. MSCDT, MCP, MCSE).
§  Superior customer service skills.
§  Ability to work within a team environment.
§  Ability to independently plan, organize and prioritize one's own activities.
§  Ability to express ideas clearly in both written and oral communications.
§  Should be able to demonstrate sense of ownership

Working Conditions and Physical Demands
§  Ability to work in a typical office environment.
§  Ability to lift and move desktop and other related hardware.
§  Frequent, local travel may be required depending on location.
§  Occasional, distant travel may be required.
§  Occasional evening and weekend work may be required.

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