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Deskside Support at Clayton, MO

Clayton, Missouri, United States
January 10, 2019


am Suresh from “Info-Ways” that is based out of NJ. Info-Ways helps major clients in the United States fulfil their technical staffing needs. I came across your resume on dice/monster/Tech and found that your profile is a good match for one of our client’s requirement. I am keen to get in touch with you, if you are interested and ready to relocate for the opportunity.

Requirement details:

Role : Deskside Support

Location : Clayton, MO

Duration : Contract

BGV will be done for the selected candidates.

Please respond with your updated word resume and requested details:

Full Name :

Work Authorization:

Contact Number :

Email ID :

Skype ID:

Higher Educational details with passed out year & University:

Current location:

Expected Rate/hr:

Availability for job:

Best time to take interview:

Feel free to contact me for any further information.

Job Description:

Project Work (Field Services)

New Build and Tech Refresh

New Site Setup

Office Moves

Site Power Down

Network Cabling

Site Survey - Obtain Infrastructure Blue Print, New Build and Tech Refresh

Determine Server Room Prerequisites

Acquisitions - Inventory of Existing Technologies, Tools, Applications, etc.

IT Hardware Procurement / disposal

Job Description –

Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.

To manage the overall operations and ensure that the standard of services provided to Client have improved.

Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends.

Coordinate with Technical Tracks to ensure uninterrupted Data Centre services.

Responsible to coordinate with all aspects of Data Centre facilities under the guidance of technical Teams – Windows, Unix, Network, Voice, Storage, backup, etc.

Provide monitoring of Data Centre facilities and enable access to authorized personnel into the Data Centre

Manage the utilization of Data Centre facilities, including space, power and cooling infrastructure to ensure the

Unpack, unbox and inspect the equipment for physical damages before installation and make necessary arrangements for return for damage equipment under the guidance / direction of technical teams

Manage all Data Centre Cabling and perform all Cabling in accordance with industry standard best practices under the guidance / direction of technical teams

Manage the utilization of environmental equipment (including Data Centre UPS, power systems and backup generators), perform all systems preventive maintenance under the guidance / direction of technical teams

Responsible for the physical security of all Data Centre facility and equipment

Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management, as needed

Proactive monitoring of the end to end customer service & Infrastructure.

Standardization and Optimization of existing process

Managing resolution of escalated Business Applications, System Issues within agreed SLA’s.

Contribute in FAQ database for CLIENT and ensure the usage and updation.

Contribute in Known Error Database for CLIENT and ensure frequent update and usage.

Ensure RCA is done for all P1/ P2 cases and Knowledge base is updated to reduce/avoid the impact in future.

Good Analytical skills required to analyze and improve the day to day operations.

Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management.

To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management.

Ensuring highest availability of Customer Service

Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.

Work closely with help desk peers, RDS (L2) Team & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork.

Work closely and provide hands and feet support to infrastructure teams like – Windows, Unix, Security, Network, VOIP, etc.

Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.

Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.

Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Primary role could be a mix of Field Service Projects and equally DSS tasks on Steady State too.

The role may require extensive travelling with short notices of 3 – 8 hours of lead-time as well.

Additionally all activities in relation to these projects are to be very clearly documented and reproducible for evidences if necessary or requested.

Candidate shall work in close supervision of the clients and HCL management for their deliverable duties considering the nature of the job.

Eligibility and Experience Essential

Travel will be required to provide onsite coverage to regional Recall facilities.

Have 10+ years’ experience in IT including 4 years’ experience in IT infrastructure.

Good exposure on Windows environment – 2007, 2008, 2010

Good experience on any Macintosh 10.5.x, 10.6x,10.7.x

Desktop/Laptop OS build

Imaging using Ghost software

Printer/MFD support

Strong customer relationship handling skills

Strong People management experience.

Skills in examining and re-engineering operations and (ITIL) procedures and processes and ability to analyze, optimize and implement these processes as well as new strategies

Experience in creating new processes & process documentation

Group facilitation, mediation and conflict resolution skills.

Be articulate, good communication (both oral and written). Ability to relate at all levels and to explain process concepts using a variety of verbal, written and graphical methods.

Possess a good understanding of IT concepts and solutions

Ability to Delegate, Analyze, Organize and Priorities problems effectively

Good reporting & presentation skills

Ability to work under pressure.

Flexibility, problem solving and teamwork.

Project planning and control skills.

Good communication skills.

Ability to work well within a team or on a more independent basis.

Able to balance and progress parallel activities.

Experience in SLA base environment

Should be able to use Ticketing tool like SNOW, Remedy and manage queues


Have a 6+ years’ experience in a similar International environment

Well versed with Incident Problem and Change Management ITIL processes

Strong vendor coordination skills

Ability to work with minimal guidance and drive things to a logical conclusion

Working history within global / European companies

Good team player

Lotus Notes Client, how to configure the client & all level of trouble shooting. RDS is getting around 40% tickets related to Lotus Notes issue, much more confident in Lotus Notes related issues.

Hardware and Software Inventory/Asset management

Assistance in liquidation of assets work

Assistance in litigation related data discovery work

Assistance in Patch Management client side troubleshooting

Assistance in software distribution using SCCM/Big fix

Best Regards