Vacancy expired!
REq 1: Service Desk L1 Technical Support
- Handling all the Inbound calls, chat and emails in service desk
- Handling Basic L1 level queries from end
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
- Diagnose and quickly resolve a wide range of Windows applications issues
- Good troubleshooting knowledge on internet and VPN issues
- When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
- Install, upgrade, support and troubleshoot for printers & related computer hardware.
- Knowledge of Citrix and VPN
- Customize & configure desktop hardware to meet specifications and business standards
- Email account administration, i.e., account creation and management and distribution lists on Office 365
- User account administration, i.e., account creation and management and password resets on Active Directory
- Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
- Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
- Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
- Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
- Good understanding of computer systems, mobile devices and other tech products
- Must be able to demonstrate a customer first approach to support
- Natural aptitude for trouble shooting & problem solving
- Have solid experience in a helpdesk or technical support environment
- Good knowledge of Active Directory
- Citrix
- O365
- Microsoft Windows
- Mobile Operating Systems (Android/iOS)
- Antivirus
- SharePoint
- Knowledge of Laptop/Desktop/Tablet issues
- VPN Troubleshooting
- Mobile Device Management
- Knowledge of Infrastructure / Exchange / Server Technologies
- Accurately record requests from users into the ITSM system
- Install, configure and troubleshoot hardware; including desktops, laptops, printers, network and server equipment
- software packages; including operating systems, desktop software and custom applications
- Phones and Audio/Visual equipment's
- Provide support for networking and application issues; escalate complex and unresolved problem to the appropriate groups
- Record, track and maintain regional IT asset inventory in the asset management system
- Provide training to users related to desktop products
- Liaise with external service and support technician
- Knowledge of Citrix and VPN
- Customize & configure desktop hardware to meet specifications and business standards
- Good knowledge on Mobile Device Management
- Hands on experience supporting network printers
- Knowledge on Windows, Imaging, Patching, SCCM (System Center Configuration manager) Active Directory, O365, Networking basics etc.,
- Install and configure software, Citrix, Outlook & VPN configuration, Active Sync, Printers & Network Drive Mappings Ensuring machine is patched to current levels and encrypted
- Multitasking multiple computer builds at once
- Responsible for desktop imaging, software configuration, patching, data transfers, deployments, and support of end user employees in remote and local locations, from unboxing to end user satisfaction
- Must have excellent competency with SCCM, Altiris, WSUS and other patching tools.
- Strong skills and expertise in windows 10 with prior windows migration experience
- Desktop management and OS migration experience with Windows 10 or Windows 7
- Key Skill Set
- Hands on experience in managing an environment consisting of Win 7 and Win 10
- Hands on expertise in in configuring/ imaging WINDOWS machines
- Coordinate efforts with 3rd party service and maintenance providers as necessary to keep Desktops and Laptops in good working order
- Must have expertise in installing and configuring O365 in a WINDOWS environment
- Should be an expert in LAN/ WAN and similar technologies
- Should have hands on experience in managing enterprise Wi-Fi and corporate VPNs
- Hands on experience in managing users, groups and computers
- Hands on expertise in configuring WINDOWS and MACINTOSH computers in AD
- Expert in understanding and resolving GPO related issues for WINDOWS
- Knowledge about SSO/ MFA technologies used for web-based SaaS applications (ex.: OKTA)
- Good experience on windows patching, imaging and software deployment tools like sccm,Altiris,MDT (Microsoft Deployment Toolkit) etc.,
- Good knowledge of Active Directory
- Citrix
- O365
- Microsoft Windows
- Antivirus
- SharePoint
- Knowledge of Laptop/Desktop/Tablet issues
- VPN Troubleshooting
- Collaboration tools (WebEx, MS Teams, Skype)
- Mobile Device Management
- Good knowledge on network printers
- Any Graduate
- 1-3 years in a similar environment
- Hands-on experience working on ITSM tools like Service Now, Remedy etc.
Vacancy expired!