Minimum 3-5 years of relevant experience with exposure to ITIL based work environment with service desk tools like Service Now, etc.
Customer focus, should work independently and ability to manage multitasks with minimum supervision
Good knowledge on latest Windows OS and deploying Windows OS over network using SCCM
Good technical skills in diagnostics, troubleshooting hardware issues of laptops, desktops, printers & scanners to resolve them and find RCAs
Providing support for Video Conferencing, desk phone configuration, mobile device configurations, etc.
Knowledge in Active Directory Account Creation, DNS, DHCP, SCCM console and client management, Shared Folders & Printer management, etc.
Good knowledge on Cloud services O365 licenses, services & applications like Exchange Online, OneDrive, Teams, etc.
Support to MS Office, Outlook, Email, etc. Mail configuration on iPhone, Android, MS Teams Client, etc.
Good knowledge on Networking- LAN, VLAN, VPN, Proxy, etc. and should have knowledge on Zscaler Cloud services
Monitoring Network Link, communicating & collaborating with different network & hardware service providers and if required escalating the issues on a timely manner to ensure Ferrero business continuity
Ability to resolve the incidents locally as well as remotely within the SLAs, escalating issues as an when required to the concern team in a timely manner to meet SLAs
Contributes to and collaborate with multiple vendors to assist in the implementation and maintenance of infrastructure by monitoring work to ensure deliverables are met
Manage IT Assets Inventory.
