Thrive on Customer Satisfaction on all levels within the organization (Execs, EAs, Managers, Individual Contributors)
Have the ability to manage Tier 1 and 2 End User Support Incidents and provide thorough documentation of issues escalated to other teams.
Work well independently and within a larger team in a fast-paced environment with deadlines
Train New-Hires, departments and groups for IT core services
Possess a deep knowledge of all PC/End User Support technologies (OS Win 10, Apple Mac OSX up to MacOS Mojave, VPN, Endpoint Security, A/V (Audio Video System), ISTM, Skype for Business, Office 365, Exchange and Active Directory administration)
Have experience of handling medium-to-large scale PC/OS deployments
Sets the standards for Knowledge Base articles (KBs) by investigating and documenting incident root cause and resolution
Provide escalated local/remote support and troubleshooting across all geo-locations (US, EMEA, APAC)
Fulfil duty as a member of the weekly on-call rotation for after-hours/weekend support (as required)
Collaborate with other IT Infrastructure Teams to ensure optimal operations of all systems.
Possess fundamental knowledge and understanding of LAN/WAN architecture and administration
Possess ability to identify, track and articulate trending issues and produce metrics (as required)
Collaboration work with Global teams to resolve complicated and advanced IT related issues and implement Local and Global projects
Support Problem management, escalation management - Handle needed inquiries, escalations from end users
Support IT Lifecycle management, Asset Management, License Management
Provide Smart hands support to Global infrastructure team, telecom, network, and server team
Provide communication to end users on local outages and service degradation, planned down-time activities, and global initiatives which impact to local end users.
Engage in Innovation activities such as process improvements, pilots, PoCs, etc.
Preferred Qualifications
BE/ B.Tech / BCA/ or equivalent Degree or 3 years Diploma in CSE, IT, ETC
JAMF administration (Mac OS/IOS management) experience and MDM Support experience.
VIP Support (Stakeholder management) experience
Linux/Unix experience
MCSA (Microsoft Certified Solutions Associate) Windows Server 2012, Windows 8/10
Basic Knowledge on Active Directory, Good knowledge on O365.
