L 1 / L2 Responsibilities -
Experience 4+ years of IT experience in Desktop, Servers with Active Directory knowledge including AWS, day to day IT operations skill set.
- Proven work experience as a desktop support engineer or support technician
- Hands-on experience with Windows/Linux/Mac OS environments
- Daily day to day user issue and troubleshooting
- Employees onboarding, offboarding process with device enrollment
- All third party software installation with troubleshooting knowledge
- O365 Administration (Email ID's Creation, Security, Policies)
- Azure Active Directory Administration (Managing Group, Policies, SSO)
- Intune L1 Support (Managing Devices and Policies)
- Jira Administration (Project Creation and Ticket Management)
- Vendor Coordination (Laptop,
- Third Party Application Support)
- Working on day-to-day issues basis on ticket and handling SLA's
- Working on Windows patching and All third party software upgrade Anti-virus Administration (Handling and monitoring all alerts and policies)
- Responding to client support requests
- Contacting clients to find out the nature of the problem
- Troubleshooting hardware and software issues
- Installing and maintaining hardware and computer peripherals
- Installing and upgrading operating systems and computer software
- Troubleshooting networking and connection issues
- Advising on software or hardware upgrades
- Providing basic training in computer operation and management
- Knowledge of popular operating systems, software applications, and remote connection systems
- Ability to solve complex hardware and software issues
- Address user tickets regarding hardware, software and networking
- Conduct remote troubleshooting Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Help create technical documentation and manuals Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude
- Experience on ITIL Incident, Change and Problem Management
- ISMS or ISO knowledge
- Good Communication and written skills
- Availability 24/7 in case of any Emergency to be addressed
- Excellent interpersonal skills
- Certifications: Certification ITIL foundation V3 highly appreciated
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