Desktop Support RTAC

Job description

Company Profile: Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com. Job Title: Desktop Support RTAC Engineer Position: Systems Engineer/Senior Systems Engineer Experience: 3 to 6 yrs Category: IT Infrastructure Main location: Hyderabad Position ID: J0726-0014 Employment Type: Full Time Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience. Job Description: As a RTAC Engineer would be responsible to ensure the qualitative remote resolution of incidents and also work proactively in reducing the number of incidents. Further responsibilities include but are not limited to:  Work as a second line remote desktop support for in-house and external clients  Accept incoming tickets within the response SLA  Diagnose and provide proper technical resolution to operating system, software and application related issues  Follow standard call resolution procedures within RTAC  Technically escalate the tickets which requires further investigation to the third line support teams  Work effectively to update the knowledge base with known errors/workarounds.  Closely monitor the recurrence of incidents and raise problem tickets as necessary  Update the tickets promptly on a regular basis  Identify and escalate situations requiring urgent attention Key Responsibilities - 24X7 support for all the CGI members in Global - L2/L3 Technical assistant and troubleshooting on Laptop, Desktop, VPN, RNAS etc. - Windows OS Issues and supported applications - Software installation for License key - Minimal activities on Active Directory and SCCM push for software if packaged. - Onboarding activities on Laptop Configuration Required Skills : - Desktop Troubleshooting - User Profile - PC Slowness - Domain Authentication - File Share - Browser issues - Connectivity - WLAN / WIFI - Home share / Offline Sync - Internet / Intranet - Network Authentication - Application - Core Apps & MS Office Suite - Post configuration (basic) - Hardware Diagnosis - Printer Configuration - 3G Dongle Configuration - Driver / firmware update - Bluetooth devices VDI Support - Med-V - Deployment of Med-V - Application redirection - Web URL redirection - Med-V Network & connectivity issues - Application deployment & troubleshooting - Share drive redirection & Printer configuration - App-V - Deployment of Apps - Repair & troubleshooting of apps - VMWare Workstation - Deployment of Guest OS & Apps - Disk expansion Deployment & Maintenance - Operating System Deployment - Application Deployment - SCCM Client troubleshooting - Windows Patch troubleshooting - McAfee Antivirus troubleshooting - Encryption Apps (PGP, SEE & Bit Locker) support Other Support Activities - Problem ticket initialization & coordination - Documenting technical solutions for new issues - Vendor Coordination for application issues - OS Migration support (On Demand) - Reporting (on Demand) Behavioural Competencies : Proven experience of delivering process efficiencies and improvements Clear and fluent English (both verbal and written) Ability to build and maintain efficient working relationships with remote teams Demonstrate ability to take ownership of and accountability for relevant products and services Ability to plan, prioritize and complete your own work, whilst remaining a team player Willingness to engage with and work in other technologies #LI-SA2 **Your future duties and responsibilities** **Required qualifications to be successful in this role** **Together, as owners, let’s turn meaningful insights into action.** Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. Come join our team—one of the largest IT and business consulting services firms in the world.