Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services, Ensuring Compliance With Company Policies.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Utilizing Advanced Troubleshooting Techniques And Root Cause Analysis To Resolve Technical And Security Issues Effectively.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Asset Management Services And Best Practices.
2. Strong Analytical And Problem-Solving Skills To Diagnose And Resolve Complex Issues.
3. Excellent Communication Skills For Effective Interaction With Customers And Team Members.
4. Familiarity With Regulatory Requirements And Quality Standards In It Operations.
5. Ability To Coach And Mentor Team Members Effectively.

Other Requirements

Responsibilities  Coordinate desktop changes to avoid deployment collisions Prepare requests for rollout Prioritize change requests Create rollout plans for changes requests  Coordinate implementation process  Keep track of request and make sure they are implemented as planned Participate in incident handling concerning desktop changes Participate in projects concerning bigger desktop changes for example rollout of new antivirus Microsoft environment knowledge desktop  server Have some level of technical understanding of the products building up a desktop service Experience from the desktop environment Understanding and experience of change management process Technical Requirements          Phone support experience necessary          Technical helpdesk or technical call center experience is necessary          Disciplined systematic problem solving skills required          Windows Operating systems          Clients Windows7 Windows Vista Windows XP Windows 2000           Servers Windows 2000 Windows 2003 Windows 2008           Knowledge of Active Directory Exchange 20032007          ITSM ticketing tools such as Remedy HP Service Center Peregrine Service Center            Remote desktop connectivity applications like  Damwear WebEx Live Meeting RDP and Windows Native tools           MS Office Suite XP 2003 2007 MSWord MSExcel MSPowerPoint MSOutlook MS Project and MS Visio          Internet browsers eg Explorer Chrome Firefox           VPN and remote dialin users          Support for laptop desktops and printers          PDA and blackberry support          Others Adobe Acrobat and other common desktop applications like Winzip etc Soft Skills        Excellent communication and conversation skills Verbal and Written        Good documentation skills B2 LEVEL         Should have a great customer handling skills        Able to handle unforeseen situations        High level of acceptance        Can drive HCLs value and its methodology Other Skills  Experience          Ability to successfully provide hardwaresoftwarenetwork problem analysis and resolution support over the phone          Personal dedication to providing high quality superior service at all times  Ability to finish what is started is a must          Ability to integrate as a crossfunctional team player in a fastpaced environment where all information is shared          Ability to learn new information quickly and the willingness to do so at all times          Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week          Customer Focus          Teamwork          Technical Expertise          Interpersonal Effectiveness          Concern for Order and Quality Years of Experience Total          34 yrs of University education post High school BSc or Diploma Relavant    2  3 y