Associate Technical Support Specialist

This is a remote position.

• Microsoft 365
  
• Identity Solutions (Azure AD)
  
• General Networking
  
• Must have experience in supporting end users through Voice, email, and IM.
  
• Must have experience in supporting a Cloud native organization.
  
• Strong understanding of Windows 10, Microsoft office and general system administration.
  
• Experience in asset management and setting up laptop/desktops for users.
  
• ..Mandatory requirement..: Expert level Understanding of Microsoft Cloud related solutions.(Azure, Microsoft 365, and EMS - In-tune/AIP)
  
• Experience with ticketing and time tracking procedures.
  
• Relentless client-focus, and ability to consistently deliver high-quality customer service.
  
• Adherence to workflow best practices: attention to detail, thoroughness, and follow-through.
  
• Ability to schedule accurately and effectively balance multiple short and long-term project work for timely completion.
  
• Ability to work autonomously and with other members of the technical and operations teams.
  

Requirements

• Provide day-to-day technical support to end users (Tech Savvy users).
  
• Monitor end-user tickets and ensure resolution within defined SLA.
  
• Troubleshoot reported issues and complete assigned tasks according to SLA in Ticketing tools.
  
• Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
  
• Support Windows 10, Microsoft Office, and general systems related issues.
  
• Provision, decommission laptops, and servers remotely, following our standard best practices.
  
• Provision and decommission users in AD and Microsoft 365
  
• Support Microsoft 365 technologies for end-users.
  
• Support various collaboration and messaging technologies, primarily including Microsoft Teams.
  
• Support end-users RDS/WVD/AVD access.
  
• Asset Management & tracking.
  
• Setup new computers for employees and dispatch.
  
• Managing and administering patching processes and best practices for Windows, Office, third party applications across physical, and mobile endpoints
  
• Installation of hardware, software applications, security updates, service packs, etc.
  
• Create metrics, monitoring and system reports for a higher level of information, i.e., trends analysis and management of the health of the environment
  
• Provide documentation and update internal knowledgebase articles
  
• Follow IT change management governance & process
  
• Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.
  
• Collaborate with colleagues across the global organization to implement change through structured change management process
  
• Resolve complex issues and conflicts
  
• Learn the latest Microsoft Cloud technologies and provide solutions using the latest technologies.
  
• Learn Ticket management tools, internal/external communication, and processes to deliver top quality service.
  
• Analyze, identify, and remediate issues within infrastructures.
  
• Preserve and grow your knowledge of help desk procedures, products, and services by pursuing continuing education both inside and outside of work to maintain professional expertise.
  
• Provide voice and chat-based support for our end users.