Position Summary
The Senior IT Support Services Technician is responsible for providing advanced technical support for enterprise endpoint devices, virtualization platforms, cloud services, and Microsoft technologies. This role manages complex technical issues, supports IT infrastructure, and collaborates with cross-functional teams to ensure reliable IT operations. The position requires excellent communication skills, as it involves regular interaction with USA-based clients.
Minimum Experience:
- 5–8 years of experience in enterprise IT support, endpoint management, system administration, or infrastructure support.
Key Responsibilities
- Provide advanced technical support for desktops, laptops, peripherals, printers, and enterprise endpoint devices.
- Troubleshoot complex issues related to Windows OS, Microsoft 365, Azure Active Directory (Microsoft Entra ID), and enterprise productivity applications.
- Manage endpoint provisioning, imaging, deployment, software installation, patch management, and device lifecycle activities.
- Administer user accounts, permissions, and access management in Microsoft 365 and Azure Active Directory.
- Create, deploy, and manage Virtual Machines (VMs) using VMware vSphere, vCenter, Azure Virtual Machines, and AWS EC2.
- Support enterprise firewall administration, network connectivity, VPN, DNS, DHCP, and identity-related issues.
- Implement endpoint management policies and collaborate with infrastructure, cloud, security, and network teams to resolve complex technical issues.
- Support employee onboarding and offboarding, including device provisioning and asset recovery.
- Maintain accurate documentation in the IT Service Management (ITSM) platform and contribute to knowledge base improvements.
- Mentor junior team members and ensure compliance with IT governance, security policies, and best practices.
Preferred Certifications
- Microsoft Certified: Azure Administrator Associate
- Microsoft 365 Certified
- VMware Certified Professional (VCP)
- ITIL Foundation Certification
- AWS Certified Cloud Practitioner or equivalent
Required Skills
- Strong expertise in Windows desktop and server troubleshooting.
- Hands-on experience with Azure Active Directory (Microsoft Entra ID) and Microsoft 365 administration.
- Strong knowledge of virtualization technologies, including VMware vSphere, vCenter, and virtual machine provisioning.
- Experience creating, managing, and troubleshooting Azure Virtual Machines and AWS EC2 instances.
- Working knowledge of enterprise networking concepts, VPNs, DNS, DHCP, TCP/IP, and firewalls.
- Experience with endpoint management and enterprise device administration.
- Excellent analytical and troubleshooting skills.
- Strong documentation and incident management skills.
- Excellent verbal and written communication skills with the ability to interact professionally with USA-based clients.
Interested candidates with relevant experience may share their updated resume at [Confidential Information]
Candidates should have excellent communication skills, as this role involves regular interaction with USA-based clients.
