- Install desktop/laptop OS as per requirement, add/remove accessories, devices, peripherals and configure PCs.

- Maintain record of new machines installed movement of machines within site, changes in configuration of machines and informing asset coordinator about the changes.

- Installation of the standard Desktop Application packages like Office 365 along with the relevant updates that may accompany the application as part of the contract.

- Provide support for desktop Standard Products (Laptops, Desktops, Printers, and Scanners etc

- Apply emergency software fixes in support of problem resolution with the help of the OEM.

- Ensure proper local area connectivity to all desktops / laptops in coordination with JCB local IT Team.

- Troubleshooting & resolving user problems remotely for first level & Engineer dispatch at second level.

- Patch management (based on tool provided by JCB).

- Update the ticketing tool with the activities performed at site.

- Anti-virus management (based on tool provided by JCB).

- Provide necessary assistance in liaising with JCBsthird-party vendors with regards to the coordination on maintenance support.

- Routine checking of anti-virus log files for checking of any virus detected and cleaned on the desktop.

- Fixing any Paper Jam related issues and First level of servicing of the printers to ensure smooth functioning of operations.

- Identify incidents related to Application, or Operating System thru ITSM Tool.

- Installation and configuration of the customer specific software packages.

- In the event the situation needs escalation to the vendor, Engineer will coordinate with the Vendor till the resolution of the problem.

- Restart Print Queues in case of a Hung State.

Technical Skills/Knowledge requirement :

- Communication Skills.

- Experience with ticketing systems and remote support.
- Strong understanding of ITIL framework and best practices.

- Coordinate with Hardware support teams/vendors and resolve any hardware failures in the printers.

- JCB level E-Mail Management L1 Support for O365.

- Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly).

- Mailbox Creation/Group Creation.

- Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic.

- Escalation to JCB UK team for Deletion/ Modification/ Movement.

- Escalation to JCB UK team in case of issue in SOP based activities.

- Email Password Change assistance, if requested by user.

- First Level Email Client troubleshooting.

VIP Support :

- Overall Ticket ownership and management for VIP Users (GM and Above).

- Supporting Microsoft Desktop/Laptops, Apple technologies and Devices and network connectivity.

- Supporting Skype/Cisco Jabber Enterprise Voice and Microsoft Teams / O365, including advanced troubleshooting.

- Support of iOS and Android mobile devices and MDM solutions.

- Support Full Disk Encryption, Antivirus and SCCM for endpoint management and software delivery.

- Support for any AD Group membership, access related issues for VIP users.