L3 Support Engineer

L3 SUPPORT ENGINEER

DETAILED REQUIREMENT:

- Having extensive IT experience with Incident, Problem and Change Management Role.
- Thorough knowledge & understanding of ITIL Framework.
- Project & Operations Management exposure with collaboration of Resolver Groups.
- Intermediate level understanding for MS Windows OS (XP, Win7, Win8, Win2008R2) 32 vs 64bit architectures, iOS & Mac OS.
- Troubleshooting of issues related to MFPs (Multi Functional Printers) including extended functionality like Scan2Mail, Scan2Fax, Scan2Folder, Scan2Workflow) & Tablet and Mobile devices.
- Knowledge of Remote Desktop Tools, Internet Explorer 9/10, Firefox, Lync 2013, Adobe Acrobat, NitroPDF, Microsoft Office Suite & Active Directory - AD Group Policy.
- Maintaining responsibility for activities associated with the identification, prioritization & resolution of reported problems. Ensuring that all phases of L2/L3 support are properly coordinated, monitored, logged, tracked and resolved in an effective and efficient manner.

SKILLS ON PRIORITY (RATING):

- Strong Project Management skills and proven ability to manage own workload is dispersed geographies.
- ITSM Toolsets - ServiceNow, Remedy, Peregrine etc.
- Intermediate skills with MS Windows OS (XP, Win7, Win8, Win2008R2) 32 vs 64bit architectures, iOS & Mac OS
- Install and configuring Multi Functional Printers including extended functionality like Scan2Mail, Scan2Fax, Scan2Folder, Scan2Workflow) & Tablet and Mobile devices.
- Excellent working knowledge of management disciplines and processes
- System Integration or tools implementation and rollout experience
- Analytical thinking, being able to structure complex issues
- SLA & OLA management experience
- Governance Processes

Knowledge Management, Documentation & Presentation Skills