Job Description
Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets
Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.
Utilize ITIL best practices to enhance and optimize the services provided to end users.
High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac
Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels
Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams
Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge
Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix
Basic understanding of core network components
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Strong analytical and troubleshooting skills, with familiarity with ITIL practices.
Excellent English communication skills for both technical documentation and customer interactions.
US voice support experience /SD with experience support in windows technologies (Azure active directory, Azure,Office365,M365,Intune, Application support, SOP based support), Tools such as Servicenow, Any Monitoring tools like Dynatrace
Other business duties as assigned Technology Expertise
Azure Active Directory,Azure,Office 365,Intune,Service Desk
