Envestnet, Inc Looking for IT Helpdesk Administrator at Trivandrum, Kerala, India Full Time

Role Intent

An IT Helpdesk Administrator should monitor the IT Infra structure for its availability, capacity usage, hardware and OS errors and failures. Handle first-level incident / problem determination and resolution on a 24×7 basis Service incidents and queries within the agreed service levels.

Role Summary

• Serving as the first point of contact for end-users seeking technical assistance over the phone/email/chat
• Performing remote troubleshooting through diagnostic techniques
• Determining the best solution based on the issue and details provided by end-users

Role Description

• Responds to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged.
• Provide a round-the-clock contact for all support related issues providing advanced first level technology support
• First point of contact for providing support for all IT applications and systems to internal end users.
• Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issue.
• User administration in Active Directory, Office 365 and other user management tools.
• Support incident resolution process and focus on problem resolution priorities seeking to minimize incidents.
• Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate.
• Assists in special product-related issues as needed.
• Co-ordinate with Vendor support for hardware replacements.
• Ability to manage multiple high priority initiatives in a fast paced technology environment.
• Demonstrate high level of ownership and provide support for significant/major incidents.
• Ensure changes made across systems within Infrastructure/applications are cascaded to various levels for impact readiness and resilience.
• Provides accurate solutions to user problems to ensure user’s productivity.
• Informs users of any global problems or system outages.
• Maintains a professional Help Desk image at all times being courteous and helpful.

Exposure and Experience

• 2+ years in a similar role is essential: Microsoft – Windows Server, O365, Windows 7-10, Active Directory, Exchange, VMWare and Virtualization support
• Good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the required areas.
• Experience handling different Ticketing tool.
• Ability to work autonomously
• Proven ability to work across teams, and to build and maintain effective relationships with clients and staff
• Assertive communication skills with the ability to communicate effectively over the phone, interpersonally and written
• Extensive hands-on experience troubleshooting support issues across numerous enterprises is essential
• Good time management, strong analytical and problem-solving skills
• Experience with LAN and WAN networks
• Experience supporting Microsoft O365 environments
• Remote access, Citrix and VPN troubleshooting experience
• Willingness to work in 24/7 environment & night shifts
• Current Microsoft certifications and working knowledge of ITSM and ITIL service management foundation would be an advantage

Education

B. Tech/ BCA/MCA/ 3 Year Diploma