Associate System Engineer Helpdesk - Chennai - Fidelity Investments
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Business Unit Overview
EI (Enterprise Infrastructure) India started operations in 2004 to help our partners take advantage of the global capability in providing operational support using the follow the sun model. Today the team covers multiple technologies in remote infrastructure support covering production, engineering, application and database support. EI India plays a key role in global workforce augmentation and supports all the EI verticals, including 24X7 operations in some areas. The team’s endeavour has been to provide increased value to our partners through operational excellence and innovation with a focus on stability.
Enterprise Service desk called as Techline is creating Service Desk function for Fidelity operating 24 x 7 model. As per Business needs Shifts and Holiday requirements are bound to change.
Roles & Responsibilities
Provide guidance, assistance, coordination and follow-up on client questions, resolves problems or malfunctions of systems applications, hardware and software.
Handle routine problem calls and e-tickets.
Take ownership and responsibility for multiple issues at the same time
Document, track, interpret, evaluate and resolve inquiries pertaining to the functional operation of all installed hardware and software products
May use support tools to troubleshoot and diagnose end user problems
May coordinate new user access and systems setup with various support groups
May perform tasks such as configuring printers, applications, email profiles, installing applications, maintaining workstation builds.
Provide technical guidance and consults with vendors and other systems support units to identify and resolve client problems
Follow up on specific inquiries to ensure client satisfaction
Coordinate with the end-user community, team members and various support groups when a major problem is suspected
Shift requirements: Willing to work in
Based on projected call volumes, could be expected to work India holidays. Working on US holidays is handled on a rotational basis.
Excellent Knowledge of Windows XP/7 PC Troubleshooting
Knowledge on Outlook, Blackberry, VPN, Mac, IPad, IPhone are preferred
English language proficiency, both written and oral
Good interpersonal skills
Bachelor’s Degree (15 years of full time education)
3 to 5 years of experience
Bachelor's Degree (±16 years)
FMR India Business Unit
Job Posting Date
Mar 20, 2017, 5:03:57 AM