Technical Support Specialist

Spektra Systems is seeking an End User support engineer who possesses a passion for people and for emerging technologies. You will be supporting end users of Spektra, based out of India. You will be monitoring the tickets and provide remote support over email, IM, teams, Phone etc.

Desired Profile (ImplementationSupport Experience, Expert knowledge, andor ownership of):
You should have deep expertise in one or more technologies from the below and should be open to learn other technologies.
Microsoft 365
Identity Solutions (Azure AD)
General Networking
Must have experience in supporting end users through Voice, email, and IM.
Must have experience in supporting a Cloud native organization.
Strong understanding of Windows 10, Microsoft office and general system administration.
Experience in asset management and setting up laptopdesktops for users.

Experience with ticketing and time tracking procedures.

Relentless client-focus, and ability to consistently deliver high-quality customer service.
Adherence to workflow best practices: attention to detail, thoroughness, and follow-through.
Ability to accurately schedule and effectively balance multiple short and long-term project work for timely completion.
Ability to work autonomously and with other members of the technical and operations teams.

Job Responsibilities:
Provide day to day technical support to end users (Tech Savvy users).
Monitor end-user tickets and ensure resolution within defined SLA.
Troubleshoot reported issues and complete assigned tasks according to SLA in Ticketing tools.
Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
Support Windows 10, Microsoft Office, and general systems related issues.
Provision, decommission laptops, and servers remotely, following our standard best practices.
Provision and decommission users in AD and Microsoft 365
Support Microsoft 365 technologies for end-users.
Support various collaboration and messaging technologies, primarily including Microsoft Teams.
Support end-users RDSWVDAVD access.

Asset Management tracking.
Setup new computers for employees and dispatch.
Managing and administering patching processes and best practices for Windows, Office, third party applications across physical, and mobile endpoints
Installation of hardware, software applications, security updates, service packs, etc.
Create metrics, monitoring and system reports for a higher level of information, i.e., trends analysis and management of the health of environment
Provide documentation and update internal knowledgebase articles
Follow IT change management governance process
Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.

Collaborate with colleagues across the global organization to implement change through structured change management process
Resolve complex issues and conflicts
Learn the latest Microsoft Cloud technologies and provide solutions with using latest technologies.
Learn Ticket management tools, internalexternal communication, and processes to deliver top quality service.
Analyze, identify, and remediate issues within infrastructures.
Preserve and grow your knowledge of help desk procedures, products, and services by pursuing continuing education both inside and outside of work to maintain professional expertise.
Provide voice and chat-based support for our end users.