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Engaged Employer

Icertis

Compare

3.5

based on 293 Reviews

1 Icertis System Administrator Job

System Administrator

ICERTIS Solutions

3.5

based on 293 Reviews

2-7 years

Pune

1 vacancy

System Administrator

Icertis

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Science Automation Testing Information Technology Analytical Chemistry Microsoft Power BI Windows System Administration

+ 2 more

Job Description

Provide efficient resolution to software and technical queries through diverse communication channels, including phone, chat, and email.
Gather essential information to comprehend user requirements and technical issues, ensuring a comprehensive problem-solving approach.
Manage user expectations by communicating estimated response times and consistently meeting SLAs for response and resolution times, employing a customer-centric approach.
Collaborate with L2 and L3 Support teams to ensure timely issue resolution, escalating cases when necessary.
Conduct thorough research and document users technical issues, contributing to the development of a comprehensive knowledge base.
Take ownership of users technical problems from the initial report to resolution, maintaining regular communication to update users on issue status.
Generate monitoring reports to assess usage, performance, and availability, proactively identifying and resolving potential issues in servers, networks, and cloud services.
Respond to system incidents, troubleshoot problems, and coordinate with vendors for swift issue resolution.
Utilize enterprise monitoring tools to enhance proactive issue identification and resolution in various IT environments.
Maintain comprehensive documentation, including diagrams, configurations, inventory, and procedures, contributing to a robust knowledge repository.
Drive innovation and automation excellence within the Support team by introducing new ideas and solutions to enhance efficiency.

Bachelors degree in computer science, Information Technology, or a related field; equivalent work experience considered.
Proficient in supporting MS technologies, including Windows 10/11, Entra ID/Microsoft 365, Laptop Support, Antivirus, etc
Familiarity with monitoring and understanding of ticketing tools and ITSM processes.
Familiarity with remote desktop applications and help desk software.
Ability to provide step-by-step technical help, both written and verbal.
Experience with video conferencing systems, collaboration tools, audio/video codecs, EPABX, MS Teams, and unified communication platforms will add advantage.
Ability to diagnose and resolve IT infrastructure issues effectively.
Strong analytical and problem-solving skills with excellent multitasking abilities.
Proficiency in office applications, including MS Excel and Word.
Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users.
Relevant certifications such as MS Certified, ITIL are advantageous.

We are seeking a dedicated professional to assume responsibility for supporting our organizations IT landscape. As the primary point of contact for IT infrastructure issues, you will be involved in various activities, including ticket management, first-call analysis, monitoring system performance, and ensuring adherence to defined processes. Your role encompasses providing first-level technical support and managing knowledge resources, such as Standard Operating Procedures (SOPs) and support documents. Additionally, you will also be given opportunity to own a few technical areas end to end based on your interest area and company s requirements.

Employment Type: Full Time, Permanent

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