Job Description Template Job Description Template Job Role ID Job Role Text Sr. FMS Engineer (L2) Sub-Functional Area ID Sub-Functional Area Text Functional Area ID Functional Area Text End User IT Support Job Grade Sr. Manager No of Requirement 1 Short Text (Maximum 400 characters) The post holder will provide effective IT assistance across all aspects of the business and will provide support to the IT Manager. The post holder is responsible for Providing remote and face-to-face technical support to users of desktop, notebook, smartphone and tablet devices. Manage end-user requests. Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process Configuring & trouble shooting problem w.r.t Operating System, Office Applications Drive the team to achieve the agreed SLAs & SBDs Ensuring technical queries not progressing are escalated Long Text (maximum 4000 characters) Job Accountabilities (duties and responsibilities). Job Accountabilities - Provide technical L1, L2 & L3 hardware and software support for end users from support staff to top executive management. Provide on-call support as required. Handling the VIP and escalation calls. Interacting with senior users to understand the requirements. Analysing and monitoring the day to day calls and guiding the junior team members accordingly. Train and assist with End User training on all systems. Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues. Maintaining and achieving the agreed SLA & SBDs and drive the team for same. Maintain trouble ticketing and defect tracking systems, and provide procedures and impose process structure, methods, discipline and standards. Create and maintain IT documentation relating to the Service Desk function (like a best practice) Make continual improvements to procedures and documentation Additional responsibilities as requested by the IT Manager Skills Required (Knowledge and Skills) An understanding of ITIL processes and methodologies, Excellent communication & interpersonal skills, Experience with ticketing tool, 5+ years of experience in similar position, Advance troubleshooting & troubleshooting, Adaptability & Flexibility, Good experience with Microsoft products and database, MAC OS, IOS and Networking Knowledge. Key Attributes (Experience and Qualifications) - BE / B.Tech / B Sc-IT Experience 5+ yrs in similar position. Preferred MCSA / M365:MDAA Target Skills Excellent Knowledge of Windows Operating System Good Understanding and hands-on experience on Handheld devices like Ipad, Iphone and other Gadgets Knowledge of MS Teams enabled meeting rooms and Audio Video Devices Good Knowledge and worked on MAC Operating systems Networking Knowledge and understanding