Description

Provide first-level voice and email support for IT incidents, ensuring resolution within defined SLAs.

Responsibilities

• Resolve IT service desk incidents and tasks via phone, email, or chat to maintain a 98.9% SLA resolution rate.
• Build, deploy, and maintain desktops and laptops with required operating systems and application software.
• Manage user onboarding and offboarding processes, including account administration and security group management.
• Collaborate with Level 2 and Level 3 functional teams for technical escalations and advanced support.

Required Skills

• Minimum 4 years of experience supporting global users (minimum 1000 users) and desktop infrastructure (500+ users).
• Proficiency in Windows 8.1, Windows 10, and Windows Server 2012.
• Strong administration skills in Active Directory, including managing user accounts, ACLs, and security groups.
• Experience managing user mailboxes in On-Prem Exchange servers and Office 365 cloud administration.
• Hands-on experience with DNS, DHCP, File servers, Print servers, FTP, VDI, Citrix, and Intune Autopilot.
• Technical knowledge of networking (LAN/WAN/Wi-Fi) and VPN connectivity (Cisco AnyConnect, OpenVPN, AWS).
• Competency in using ServiceNow for Incident Management and Service Request modules.

Preferred Skills

• Understanding of antivirus, spyware, and malware detection/prevention using tools like McAfee.
• Ability to write technical knowledge base documents and articles.

Key Skills

Education

Any Graduate