L2 Service Desk & Infrastructure Administrator - Ticketing System (3-5 yrs)

Role : Service Desk & Infrastructure Administrator - L2

Location : Bangalore

Work mode : Night Shift (Work from Home )

Education : Post-secondary degree in IT Management, Computer Science or equivalent mix of training and experience.

Industry certifications in IT, networking and/or security would be an asset

Experience : 3+ years of work experience as a Level 2 Help Desk Technician, System Administrator, or similar role.

About company :

We are your go-to partner for all your business technology needs. With strong expertise in Salesforce CRM setup, IT services, support, and staffing, we're committed to helping businesses of all sizes succeed. Our experienced team can smoothly integrate Salesforce into your operations, making it easier to manage customer relationships and process data. Plus, our full range of IT services ensures your technology runs efficiently, reducing downtime and boosting productivity.

Job Summary :

The Service Desk & Infrastructure Administrator - L2 will be responsible for managing and maintaining local end- to-end networks and IT interests, as well as interacting with global environments for various projects and initiatives. This position will report into the Director, IT Applications and under the day-to-day supervision of our Service Desk Supervisor, with a focus on service management and support.

Essential Functions :

- Resolve end-users IT Requests

- Technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, which range from PC's, Laptops, Tablets, Networking & Printers.

- Installation of Software and printers.

- Contribute, prepare, and maintain knowledge base articles.

- Provide general IT support to all users, both onsite and remote.

- Provide training on Microsoft productivity applications such as Microsoft Teams, OneDrive, SharePoint, OneNote, etc.

- Effectively communicate with end-users and team members.

- Ensure operation of local IT infrastructure, including servers, switches, routers, and other hardware.

- Work with the team to procure IT hardware and software.

- Ensure adherence to IT Policies and Standards.

- Focus on Confidentiality, Integrity, and Availability of all systems.

- Support facilities across technology infrastructure.

- Some Cloud platform support will be included.

- Support an environment that includes all operating systems.

- Windows domain and user provision management.

- Participate in network upgrades, buildouts, and troubleshooting.

Job Qualifications :

Education :

- Post-secondary education in Information Technology or equivalent mix of training, certification, and experience.

- Industry certifications in IT, networking and/or security would be an asset

Experience :

- 3+ years of work experience as a Level 2 Help Desk Technician, System Administrator, or similar role.

- Experience with IT support ticketing systems (JIRA SM, ServiceNow, etc.).

- Experience with operating systems such as: Windows, and MAC (Linux experience would be an asset)

- Experience with Mobile support (Android and iPhone)

- Experience with PowerShell an asset.

- Experience with performing user administration functions.

- Experience with Microsoft SharePoint and Office 365.

- Experience with G-suite, Azure Cloud and/or AWS would be an asset.

- Experience interpreting licensing terms and conditions.

- Experience in Customer Support.

Knowledge, Skills and Abilities :

- Strong attention to detail and organization

- Excellent and proven customer service.

- Able to work with minimum supervision and in collaboration with a large team.

- Understanding of PC, Server and Network hardware and technologies.

- Understanding computer networking.

- Basic understanding of security terminology, concepts and tools used to protect IT systems and networks.

- Excellent organization and prioritization skills.

- Communicate effectively both verbally and written.

- Analytical thinking and attention to detail.

- Ability to plan, manage and evaluate job tasks.

- Ability to build strong working relationships.

- Ability to problem-solve and make sound recommendations.

Software Application and Technical Knowledge :

- Microsoft Office 365 productivity tools (Email, Excel, Word).

- Experience with ITSM systems (JIRA or ServiceNow, for example) an asset.

- IT Asset Management and Discovery Tools experience an asset.