Candidate will interact onsite and remotely with users to provide support with workstation applications such as Microsoft Exchange/Outlook, Microsoft Office in an on premise or cloud-based solution; access control policies via Windows Active Directory; remote access assistance and hardware issues.
- Provide 24x5 support on-site and to a global community of approximately 500 + users as per business requirement;
- Provide on-call weekend support on a rotational basis;
- Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge based and incident management and request fulfillment processes;
- Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents;
- Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services through internal monitoring tools;
- Proactively automate common tasks to improve efficiency and increase productivity;
- Collaborate with internal and external teams to develop strategic solutions;
- Perform related duties & responsibilities as requested.
Required Qualifications:
- Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365 and Azure, including OneDrive, DLP and SharePoint
- Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment
- Detailed knowledge and experience installing, troubleshooting and managing desktop hardware;
- Relentless dedication to customer service
- Works with minimum supervision, proactively follows up on outstanding issues/tickets
- Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
- Strong analytical, prioritizing, interpersonal, problem-solving skills
- Strong verbal and written communication skills
- Demonstrated collaborative skills and ability to work well within a team
- Ability to work in a fast-paced and deadline-oriented environment
- Self-motivated with critical attention to detail, deadlines and reporting
- Demonstrated interest in learning about new and emerging technologies
- Self-directed learner and ability to find solutions to problems they have not encountered before.
- Degree in Computer Science, Engineering or related field or experience.
Nice to have:
- Powershell and Python;
- Network;
- Linux environment
