L2 Technical Support

Role & responsibilities

• A person having high aspiration and passion for customer service excellence can accomplish their vison in Deloitte.
• TSS is the vital point of contact for all IT related incidents and service requests. Ability to demonstrate and
• communicate effectively with the wide variety of people in a dynamic, fast-paced environment, which provides
• services in professional manner, through email, phone, in person (Walk-in Customers). You need to be highly
• motivated team player with the skills and ability to manage ambiguity.
• Work youll do

• Focus on delivering world class customer service to every customer coming at the ITS Walk-up.
• Provides Hardware and Application Support. Asset management and tracking of hardware and software.

This duty requires knowledge of existing processes.

• Install and configure firm-standard images on laptops & desktops.
• Interface with outside customers and vendors as required
• Follow direction of immediate supervisors or managers to implement new technology.
• Provide after-hours emergency support on a rotational basis as outlined per ITS service level agreements.
• Provides Mobile Device deployment & support; activities include End user guidance and

recommendations, activation, account modifications, configuration, testing, problem identification and

resolution.

• Grows relationships with business users at all levels in organization. Promotes ITS services, engages

customers to understand business needs and maintains ownership for problem resolution. Maintains

other technology related updates to enhance the customer relationship.

• Adhering to existing processes. Documents problems and resolutions for knowledge bases, original

• equipment manufacturer (OEM) vendors, and service desk tickets. Adheres to policy and Service Level
• Targets (SLT’s) through accurate recording of service activities, asset transactions, data retention, and PC
• compliance activities. Performs password resets and workstation management in Active Directory.

• Supports and provides training for Audio/Video Conference equipment throughout the office. This would

include various projection equipment, Daily check and event startup and support of Video Conference

Systems (Television/Cable systems).

• Assists infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required.

• The team
• TSS team is proud to be part of Deloitte’s Information Technology Support Services spread across Hyderabad,
• Mumbai, Bengaluru & Delhi. This team is responsible to accomplish various Customer support task at the ITS
• walk-up to deliver world class customer service. This team takes care of new hire laptop setup, End of Lease
• activity, PDA support, Printer support & VC support at local offices.
• Qualifications
• Required:

• B. Tech, BE & Engineering Graduates
• Technical troubleshooting, Strong Microsoft Office (Outlook, Word, Excel, Power Point), Lync,

• Windows and MAC operating systems, mobile device hardware and software, networking, video
• conferencing, Audio/Video, Telephony equipment, Active Directory administration will be an
• advantage.
• Preferred:

• ITIL – Certification
• Microsoft MCITP – Certification
• A / N+ Certification a plus
• Industry certifications such as Dell or HP a plus
• Basic knowledge of overall network/systems security