Job Description

Requirements:

• Experience in help desk/call support etiquettes.
• Strong problem solving, priority setting, and collaboration skills.
• Attention to detail.
• Adaptability to changing work environment and technologies.
• Excellent communication skills with Outstanding communication at all levels within an organization, externally with onshore clients both written and verbal.
• Good working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the incident, problem, and change processes and improvements
• 5 to 6 years overall experience in a technical support role
• Minimum 2 years of experience in IT Service Desk and 3-4 years of experience in technical support role as Desktop Support Administrator/IT Support Engineer/System Administrator/L1 Cloud Engineer
• Bachelor\'s Degree in related field.

• Basic/Intermediate knowledge of Microsoft AD (password resets, security groups, Sites & Services, Replication, LDAP, Time Synchronization, DNS, Group Policies)
• Basic knowledge of networking (IP address, Mac address, Layer 1 VS Layer 2, VPN, Subnet, Proxy)
• Basic knowledge/experience with Networking and troubleshooting (TCP/IP, DNS, DHCP, tracert, LAN)
• Basic knowledge of Microsoft Exchange (Distribution Group, A Record, DNS Record, Email Tracking, License management, Mail Flow Rules, Email Forwarding, Mailbox Conversions)
• Basic knowledge of Virtualization likewise VMWARE/HYPER-V/Citrix.
• Proficiency in computer usage, internet, and Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint, Etc.)
• Contribute to technical knowledge base
• Coach / Mentor for Level I Engineers technically.
• Preferred if having MCSE/MCSA OR basic level certifications in AWS/AZURE Cloud.