Sr. Technical Support Engineer

Responsibilities and Duties

• Manage user onboarding/offboarding related activities for the IT Assets related part/ activities as per defined process.
• Installation of Windows OS, MS Office, WPS Office, Bit locker, MS Office, Anti-Virus, Visual Studio, SQL and other softwares.
• Troubleshoot hardware related tickets and provide resolution to users.
• Update IT Asset and Inventory records and maintain IT SOP adherence to keep all asset records up to date.
• Can manage basic hardware desktop and laptops systems movements within office to allocate / replace IT assets allocated to users.
• Work with hardware OEM vendors and their support to get issues fixed on various IT hardwares.
• Basic understanding of Active Directory of user, group, and OU.
• Should be able to manage data backup, profile backup and restore it.
• Work on any IT Assets, Hardware and Software related projects assigned by manager.
• Ensure ticket documentation, categorization and classification are precise and all tickets are processed as per support SLA.
• Ensure compliance and process adherence in all transaction and service delivery.
• Escalates complex problems to higher level of expertise within organization.
• Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.

Desired skills & competencies

• Graduate in any discipline.
• Expert in Microsoft products / solutions like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Azure AD, O365.
• Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.
• Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.
• At least 5 years + years of total IT experience with minimum 2 years of experience with IT Helpdesk / service desk in resolving technical escalation at level 2 and above profile.
• Microsoft/O365/Azure Certification.
• Networking, security certification is an added advantage.
• Drive, self-motivation, and ability to work under own initiative.
• Excellent customer Service Skills, Excellent problem-solving skills.
• Proactive and creative, Attention to detail, Excellent research skills.
• Excellent English communication skill (both Written & Verbal).
• Customer-centric
• Problem Solver
• Critical thinker
• Can work under pressure
• Multi-tasking.