Job Description

The Converged Operations SD Engineer will provide effective technical assistance to our clients/employees and will provide back up and support to the IT manager. The position is responsible for installing, upgrading, and troubleshooting hardware and software systems. To succeed in this role, the candidate should have a problem-solving attitude along with the ability to give clear technical instructions. The candidate should also be familiar with remote troubleshooting techniques. . Address user tickets regarding hardware, software, and networking . Creating users, security groups, computer accounts, and GPO policies in AD . Creating users, security groups in Azure AD . Basic knowledge on Windows & MAC OS troubleshooting . Creating email accounts in O365 . Troubleshoot O365 related issues . Knowledge of system security (e.g., intrusion detection systems) and data backup/recovery . Maintaining and administering computer networks and related computing environments . Hands-on experience in networking, routing, and switching . Thorough understanding of TCP/IP and networking concepts . Configure and Manage Wireless Access Points . Troubleshoot network and wireless connectivity of corporate users . Knowledge of application transport and network infrastructure protocols. . Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. . Manage file servers and printer servers . Manage hardware and software assets . Ability to create accurate network diagrams and documentation for design and planning network communication systems. . Handling Outlook and Mailbox related issues . Assist users in connecting Video conferencing applications such as Zoom, Webex, etc. . Walk customers through installing applications and computer peripherals . Ask targeted questions to diagnose problems . Guide users with simple, step-by-step instructions . Conduct remote troubleshooting . Test alternative pathways until you resolve an issue . Customize desktop applications to meet user needs . Direct unresolved issues to the next level of support personnel . Follow up with clients to ensure their systems are functional . Report customer feedback and potential product requests . Help create technical documentation and manuals . Basic knowledge on Switch, Router and Firewall functionalities. Soft Skills: . Excellent problem-solving skills and Documentation Skills. . Proven customer service skills. . Familiarity with Information Technology Infrastructure Library (ITIL) methodologies. . Good communication skills (Verbal & Written) and ability to work within a 24x7 support environment.

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