Job Description:
Qualification Requirements:
Tertiary qualified in IT or in a business-related discipline which must include specific studies in relation to Information Technology – preferably a graduate in Computer Science
Experience & Exposure Requirements:
Minimum with 8-10 years of experience into overall IT
A minimum of 4 years’ experience as a System administrator supporting large scale of windows 10 environment with at least 500-1500 end points along with Strong troubleshooting skills on Microsoft based server operating systems with emphasis on Windows server 2016 and windows 2019
Minimum 2 years of good hands on experience in administration of MS Exchange on-prem and Exchange O365 cloud services with extensive knowledge on Office licenses
Minimum 3 years of Strong hands on experience in troubleshooting issues related to Outlook, Shared mailboxes, public folders and permissions issues.
Minimum of 3 years hands on experience in managing more than 15 members of support team, that supports over voice and email
Strong analytical skills in generating and understanding reports in ServiceNow
Hands on experience in maintaining and troubleshooting VMware vSphere, VCenter VDI and Citrix environment
Hands on experience in managing any of call center software solutions (Masergy, Avoxi)
Very good experience in managing user accounts and distribution groups in AD, Exchange and O365
Strong exposure in troubleshooting networking skills ( LAN/WAN/Wi-fi) and VPN client connectivity
Strong understanding of Antivirus, spyware and malware detection and prevention methods
Good understanding of DNS, DHCP, File server, print server
MCP and MCSE certification would be highly desirable.
Excellent telephone manner and language communication skills
Experience using and configuring processes within a modern IT System Management tool such as ServiceNow highly desirable
Implemented and followed ITIL processes and IT security compliances
Ability to organize and follow complex and/or detailed technical procedures
Ability to participate in issue review and make recommendations for routine problem solutions
Ability to document solutions that solve client problems and clearly present these solutions
Ability to independently resolve routine and non-routine problems
Ability to solve problems and perform diagnostics on software and/or hardware
Ability to communicate and interact with clients and internal partners to solve problems
Possess strong leadership skills to drive the team in all terms and stand as a example to others as an individual and as a leader
Ability to solicit relevant information from incident reporters in order to sufficiently describe problems to internal partners and effectively communicate solutions and status to client
Knowledge of technology principles and terminology associated with the work unit and area of responsibility (including Windows, Internet)
Ability to work independently as well as cooperatively as part of a team.
Early morning, evening or weekend hours may be required as needed.
Roles & Responsibilities :
Provide First level of voice and email support for all IT ServiceDesk tickets and resolve all the Incidents and tasks with in SLA and if required can escalate and clearly communicate the problems to next level
Maintain SLA of 98.9% in resolving incidents
Build/Deploy/maintain desktops/laptops with required operating systems and other application software’s as per business request
Ensure all end user computing devices are up to date with Anti-virus and scheduled to run weekly scans
Ensure to run daily performance reports and analyze data to achieve the required targets in resolving incidents and tasks
Facilitate necessary documentations and training as and when processes changes and Train resources that are under performing
Follow ITIL processes and procedures
Always ensure to maintain and follow IT security guidelines while supporting end users
Essential Skills / Competencies:
Strong experience in managing Windows 10
Managing accounts and groups in Active directory
MS O365 administration and on prem exchange knowledge
Azure AD and DNS services
MS Intune Autopilot
MS office 2013/2016/O365
MacAfee
VMware VDI , Citrix Thin clients
Ticketing system (Service now)
Change Management Process and procedures
ITIL best practices
Preferred Skills / Competencies:
ITIL V3/V4 certified
MCSE or MCSA
Leadership Competencies
Integrity – Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.
Client Focus – Takes action with the clients, both internal and external and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.
Results Driven – Sets stretch goals for personal and team accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.
Entrepreneurial Orientation – Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.
Decisiveness – The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.
Environment
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger or feel; reach with hands or arms; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.The work environment characteristics described here are representative of those an associate encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.
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If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
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