Job Description

Description: Global Support Operations is an amalgamation of End User Services and Network Operation Center (NOC)

The Global Support Operations Engineer will provide first line of technical support on Desktops, Laptops, Printers, Zoom Rooms, A/V setup, mobile devices, and application support including Windows & MAC operating systems and other applications. This is an internal customer-facing role and requires excellent prioritization, responsiveness, and customer service along with excellent verbal communication skills. Additionally, the engineer will be responsible for Infrastructure, Security, Network Monitoring, and Troubleshooting issues to ensure maximum possible service availability and performance. Key attributes Monitor Systems, Troubleshoot problems, Tracking issues, Reporting incidents. The role requires 24*7 support with rotational shifts including weekends & public holidays may be required owing to business needs.

ROLES AND RESPONSIBILITIES

• Act as first-level contact point and deal with all incoming requests and incidents in a professional, courteous manner over the phone, via email, web submission and walk-ups.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Install, upgrade, support and troubleshoot OS Windows 10, MacOS (Sierra/High Sierra/Mojave), Office 365 & any other authorized desktop applications.
• Install, upgrade, support and troubleshoot printers, computer hardware (laptops/desktops) and any other authorized peripheral equipment.
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.
• Strong knowledge of Windows 10, MacOS (preferred), O365, Active Directory, Zoom Audio/Video Collaboration.
• Responsible for monitoring, operating, managing, troubleshooting and restoring service to any desktop/laptop that has authorized access to the network.
• 1st/2nd level troubleshooting of network connectivity in a LAN/WAN environment.
• Identify & highlight trends by monitoring and analyzing incoming calls/tickets for Security, Infrastructure and Network components.
• Responsible for tracking IT hardware inventory including desktops, laptops, monitors, mobile phones, Data cards, Desk phones etc.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Work with other technology teams to identify/resolve the root cause of frequently occurring issues and Share best practices, process technical updates with other teams
• Document & maintain accurate & detailed records of work requests using Service Now.
• Incident Management will include acknowledging, updating, categorizing, assigning, and resolving tickets as per the SLA's.
• Run diagnostic tests and use specialized tools to detect job malfunctions, perform first-tier troubleshooting and alarm validation
• Monitoring of cloud-based applications and should be able to provide first level of support on any PAAS or SAAS environment.
• The job will include close interaction with L2 and L3 teams on various incidents to identify the initial level of troubleshooting.
• Monitoring of alerts and assigning them to the concerned team so that they can be resolved ASAP.
• Performing health checks of the devices like network gears, DB servers, applications etc.
• Should be able to raise the alarm on Sev 1 and Sev 2 Incidents and follow Major incident Management process.
• Working with 3rd party vendors for 1st level troubleshooting for ISP and Network issues.

• Strong Knowledge on Windows administration and troubleshooting skills
• Basic knowledge of Monitoring tools like LogicMonitor, LibreNMS and Security application SentinelOne and Qradar
• Understanding of VMware technologies, Active Directory, O365, VPN, VLAN etc
• Should be ITIL V3 certified/Trained and possess good knowledge of Incident Management process
• Experience in data center or network operations with HA (high availability) and/ or 24X7 service level objectives desirable, or a Service Desk with 24x7 operations.
• Excellent Communication Skills.
• Should have worked on ticketing tools like Service Now, BMC Remedy, Manage Engine, HPSM etc.
• Familiarity with two more of the following domain focus areas: Information Technology Service Management (ITSM), Enterprise Service Management (ESM), Service Desk, Help-desk, Data Center Operations, Server Operations, and & understanding of Disaster Recovery.