Field Tech Analyst

Provide support to the organisations diverse end-user base by responding to inbound and outbound service requests, incidents and finding the root cause of the issue while collaborating with the respective teams to resolve the issue. Lead the Hyderabad Team effectively and collaborate with rest of Japac techs in resolving issues. Imaging and managing laptops with Intune imaging and Airwatch portal management. Manage Hardware lifecycle effectively. 1st Level Point of Contact for escalation. Managing tickets on Service now I TIL tool according to the priorities and adhering to SLA. Managing mobile device assets, and JAMF portal. Maintain and Support end users in installing software applications, ensuring they met project requirements and quality standards. Collaborate with cross-functional teams. Assisting network management team and providing onsite smart hands for network upgrades. This involves testing only and smarthands Troubleshooting. Troubleshooting on issues, employing strong debugging and problem-solving skills. Conducted training for field service Tech in local language. Analyse and tackle complex technical problems with innovative and practical solutions. Build Customer relationships and managing both internal and external stakeholders to gather requirement and work according to the client needs. Enhanced knowledge on technical skills, problem solving skills, Time management, Office 365 applications including Excel and formulas, Outlook, Microsoft Exchange, MS Teams, WebEx. Service Level Agreements (SLAs) Management and understanding priorities. 100% asset management accuracy and comply to asset management requirements of Laptops, Mobiles, iPads, Video Conference Devices.