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About the role
Helpdesk Ticket Triage, Queue Management, Incident Resolution, Project tasks closure within timelinesProvide Remote End-user technical support including installation for hardware / software & peripheralsProvide support/guidance to end-users related to O365 applicationsEnsure the required IT Security and patch levels are met and maintained pertaining to SCCM / anti-Virus & Web Filtering on Servers & PCs.Provide support for mobile devices including iOS and Android based phones and tabletsTriage and resolve MFA related issues, ensure users are enabled for MFA as appropriateTroubleshoot & resolve hardware issues relating to infrastructure and client equipment, wherever applicableUse of monitoring tools to proactively identify and respond to issues with the infrastructure, including but not limited to a) Servers b) Backups c) Network devices d) Bandwidth utilization e) Network performance/availabilityPreferred candidate profile Knowledge of Autopilot, MDM etc. Knowledge of device deployment and management solutionsOffice365 (including but not limited to office apps, Teams, ODFB, Power BI)EndPoint (Systems & Mobile Phones) Technical trouble shooting and problem-solving skillsIT Security Tools: Familiarity with various security tools and best practicesActive Directory: Experience with managing and troubleshooting Active DirectoryNon-Technical Skills Oral & Written communication skills to effectively communicate with end-users in clear, understandable and concise non-technical termsAbility to write technical documentationFlexible/adaptableCustomer Service FocusedProfessional Experience At least 3 years experience in a related roleCertifications (Good to have) Microsoft certification MCSE, MTA etc.A+ or equivalent Understanding of computer and server hardwareITILServiceNow or other cloud-based Help Desk systemUse of remote troubleshooting tools e.g., ZohoAzure Basics .
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