Senior Associate -IT-AMEIT

POSITION TITLE: Service desk Engineer.

REPORTING TO: Service desk _ Lead

WORKING LOCATION : Noida, India

OBJECTIVE:

The main objective of this position is to deliver high quality infrastructure support under 24X7 monitoring of all the infrastructure components.

REQUIRED EXPERIENCE AND SKILLS:

Experience :

• Strong organizational, Analytical, and Interpersonal skills.
• Ability to understand quickly, gather information about the project and business requirements,
• At ease with distant & international communications through a wide array of technologies (ticketing tool, documents and forums, phone, chat, e-mail).
• Expertise in Windows 10/11 operating systems, Microsoft Office 365 products.
• Basic experience required as Windows administrator monitoring and managing business critical applications. Like VMware, and NetApp, Citrix, VPN etc.
• Basic understanding and experience in IIS, ASP. NET, along with any other type of MS application and troubleshooting knowledge required.
• Effectively collaborate with multiple teams during Incident troubleshooting and bridge calls.
• Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges.
• Escalate the issues to the next level appropriately and involve the support management, Infrastructure team when required.
• Coordination with cross functional teams/department in the organization and planning of their monitoring requirements.
• Prior experience in monitoring and managing events from monitoring tool.
• Adaptability of new monitoring tool and/or platform.
• Proactively monitor, diagnose, and analyze the issues on the servers, based on the alarms on the monitoring system.

Technology skills:

• Experience on any ITSM ticketing tools. ServiceNow.
• knowledge on Incident /SR, Problem and Change Management.
• Basic understanding in Windows client & Servers OS, as well as Basics in Linux OS
• expertise on troubleshooting of all Microsoft applications like Outlook, Teams, Word and Excel and etc.
• Experience in Azure AD and Citrix is an added advantage.
• Expertise in users and device management using Intune.
• Experience in Remote IT end user support using remote tools.
• Installation and troubleshooting skills of various applications.
• Experience in Scripting & Automation (Added advantage).
• Expertise in Cloud Technologies (Added advantage).
• Knowledge on API integration, SAML, OAUTH etc.
• Experience using monitoring tools like Site24x7 (Manage Engine), SolarWinds etc.
• Basic knowledge of Windows server administration.
• Basic understanding on Virtualization technologies like VMware.
• Basic Networking skills - routers, firewalls, switches, LAN, WAN.
• Knowledge on configuring SNMP Monitoring, Performance Counters and Traps etc.
• Intermediate Knowledge on Threshold, custom metrics, and availability configuration.
• Experience in building dashboards and reports like availability, capacity, performance reports.
• Must have Knowledge on Logs & Report management.

Optional

• Certification ITIL Foundation V3 highly appreciated, but not mandatory.
• Optional any Microsoft Certifications.

Personal Skills:

Team Player

Taking Ownership

Quick learner

Willingness to work in shifts.

Qualification: Bachelor's degree or comparable education

Experience - 2 to 5 years into IT infra support.

PREFERED CANDIDATES:

• The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details, and quality.
• Good communication and interpersonal skills to interact with team in Asia Pacific, Middle East
• BE Computer Science/MCA or any other bachelor s degree with the right experience.
• Will be an added advantage if worked on Laboratory related applications.