Job Description

:Role Proficiency:Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requestsOutcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processesMeasures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets \xe2\x80\x93 OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirementsOutputs Expected:Monitoring: * Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere.

• Adhere to ITIL best practices

Runbook Reference: * Follow runbook for troubleshootingrecord troubleshooting steps and provide inputs for runbook changes. * Use KB/SOP to resolve ticketsupdate KB/SOP with new findingsTickets Backlog: * Follow up on tickets based on agreed timelinesmanage ticket backlogs/last activity as per defined processCollaboration: * Collaborate with different towers of delivery for ticket resolution (within SLA)document learnings for self-reference. * Actively participate in team/organization-wide initiatives.

• Collaborate with other team members for timely resolution of tickets.
• Assist new team members to understand the customer environment.

Process Adherence: * Thorough understanding of organization and customer defined process.

• Consult with mentor when in doubt.
• Adherence to defined processes.
• Adhere to organization\xe2\x80\x99 s policies and business conduct.

Training: * On time completion of all mandatory training requirements of organization and customer.

• Provide on floor training and one-on-one mentorship for new joiners.

Performance Management: * Update FAST Goals in NorthStartrack
report and seek continues feedback from peers and manager.Skill Examples: * Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.

• Analytical ability to understand a larger picture of customer issues.
• Ability to follow SOP documents and escalate the s with in the SLA defined.
• Networking: a. Basic Network commands for troubleshooting Desktop/Laptop connectivity issues
• Server:a. Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb. Support tasks like OS installation and basic user level commands and local user/group managementc. Software installation and Basic patch installation
• Storage & Backup:a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Monitoringc. Skilled in ticketing tools
• Database:a. Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc. Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible
• End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management
• Strong troubleshooting skills

Knowledge Examples:1) ITIL Framework 2) Monitoring knowledge with various infrastructure tools 3) Fair understanding of customer infrastructure ability to co-relate failures4) Networking:a. Understanding of IP addressingb. Moderate knowledge in Network show commands across routers switches Firewalls Load balancersc. Should have basic knowledge in High CPU High Bandwidth usage reasonsd. Basics in Port-Channels and ether channelse. Basic understanding of ticketing tools such as Service-now OR Remedy5) Server:a. Familiarity with the basic OS administrative tools and how to locate them analyse event logs/sys logs etc.b. File system (FAT NTFS etc) and partitioning knowledgec. Basic understanding of system processes/services and user process6) Storage & Backup:a. Good Knowledge in Storage and Backup technologyb. Strong Knowledge in Backup and Recovery Operationsc. Good Knowledge Tape Libraries Backup Appliances Virtual tape Libraries7) Monitoring:a. Good understanding of Networking conceptsb. Basic knowledge of infrastructure componentsc. Knowledge in handling and monitoringd. Familiar with Linux and Windows commands8) Database:a. Very fluent in Structured query languageb. Knowledge of database background processesc. Knowledge of 3-Tier client server architectures and Web services9) End User Computing:a. Knowledge on Office 365b. Basic Network knowledge10) Quality Analysis:a. Exposure to technology/processes as per audit requirements b. Working knowledge of MS Excel Word PPT Outlook etc.sAdditional Comments:Deskside Support Level 2 Knowledge, Skills, and Abilities Required: \xe2\x80\xa2 3+ years of experience in Windows OS/ Mac OS / Linux (all flavors) OS administration. \xe2\x80\xa2 Good knowledge of laptop/desktop/server hardware troubleshooting, BIOS, firmware and patch upgrade. \xe2\x80\xa2 Proficiency in maintaining and repairing computer hardware components. \xe2\x80\xa2 Experience in advanced troubleshooting of Windows 10, 11 and Mac OS with fair knowledge on system files, registry, data recovery procedures and troubleshooting skills. \xe2\x80\xa2 Good knowledge in configuration and troubleshooting Network/VPN on Windows and Mac platform. \xe2\x80\xa2 Good knowledge and troubleshooting on MS office tools (especially on outlook rules, sharing calendars, contact management, organizing mail box, delegate permission, out of office, etc.) and other basic software. \xe2\x80\xa2 Basic knowledge of Symantec Endpoint Protection, and troubleshooting anti-virus and malware related issues. \xe2\x80\xa2 Basic knowledge of DNS and DHCP. \xe2\x80\xa2 Fair knowledge on Active Directory as an OU admin.Skills:windows,Desktop,supportAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world\xe2\x80\x99s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients\xe2\x80\x99 organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact\xe2\x80\x94touching billions of lives in the process.

UST