Key Responsibilities
Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team.
Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.
Learning new products quickly and effectively. When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.
Making customers think you are magical by solving complicated or never-before-seen issues with your technical and product expertise.
Continuously growing your depth of knowledge on the products you support, as well as expanding to new technologies and domains.
Sharpening your technical prowess by deep diving into source code, databases, logs, and traces to get to the root cause of any issue.
Desktop supporting for hardware and software trouble shootings.
Responsible for Domain Replication, Active directory, GPO, Domain users, administrating users and groups, giving appropriate permissions, the privilege to access our LAN and Domain environment.
Asset database maintenance and updating the various asset details with configuration.
Coordinate with vendor for the various software & hardware issues for the speedy resolution in solving the problems.
Coordinating with the central teams and regional respective teams for patch updating, Software & hardware up gradation in servers and desktops.
Working on ticketing System
Technical Skills
Full Understanding in Windows Server 2012/2012R2/2016
Managing and Administrating all user in a domain.
Disk Management, Partitions.
Printer installation and troubleshooting.
RDS and Remote Assistance.
User Profiles Backup and Restore (Outlook , OneDrive & DFS).
Basic Networking Concepts, Switches (Layer-2 & Layer-3) & Router Configuration
DNS Setting, GPMO knowledge
DHCP, Hyper V, Azure, Desktop Support.
A+ or N+ or CCNP in Networking
IPSec VPN
VLans
Microsoft Azure IaaS knowledge
Office 365 knowledge
Candidate Requirements
2+ years of experience with customer-facing support. The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.
C1 level English proficiency and the ability to write with a professional tone.