Job Description

Location : PanIndia
Experience : 5-12 Yrs
Competency : P3//P4
Np : Immediate or 30 Days Max


JOB SUMMARY:


Seeking a Senior Level End User Services Support Technician who will be accountable for client support requests and managed endpoints in Active Directory and SCCM. Other responsibilities include assisting with project tasks to include monitoring and maintenance of networking equipment, W indows Operating System upgrades, PC imaging and software distribution as well as and working with business users to optimize SOC and Remote Guarding IT infrastructure. This is a senior role with a lot of autonomy where you will have a chance to help with the future state of IT in SOC. You will be based in the Charlotte, NC office but be a part of the wider L2 team.


ESSENTIAL FUNCTIONS

• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

• Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.

• In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.

• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

• Provide 2nd and 3rd line end user deskside support for SOC office users as well remote support for users (including execs and VIP\xe2\x80\x99s) across North America via Service Now as an ITSM ticketing solution.

• Support will include troubleshooting networking, systems and access issues as well as provisioning of new users inclusive of laptop and equipment setup.

• Conduct daily floor walks to ensure proactive checks are carried out on all end points as well as wifi access points with regards to patching, coverage and other system related maintenance.

• Work alongside the networks and other infrastructure teams to monitor and maintain IT systems and networks to ensure optimal performance at all times.

• Administration of our internal Office 365, Azure AD environments as well as other internal applications.

• Automation of Office 365 / Group Policy / AD / SCCM related tasks using PowerShell.

• Escalating IT issues to various internal and external L3 support teams where necessary.

• On-boarding / Off-boarding of new hires and terminations (User Provisioning).

• Procurement of new IT equipment / Supplier negotiations.

• Undertake small to medium sized IT projects such as rollouts and equipment installs.

• Ensure all asset records for equipment and users are maintained.

• Document known issues into our shared knowledgebase.

• Work on-call hours, as and when, required by the business.

• Mentor junior members of the team and help them progress in gaining technical experience.

• 05 to 12 + years of experience in IT support and troubleshooting

• Strong knowledge of hardware, software, and networking technologies

• Strong experience with Windows OS, Office365, \xe2\x80\xa6

• Strong analytical and problem-solving skills

• Excellent verbal and written communication skills

• Strong customer service skills