RESPONSIBILITIES
· Installing, configuring, maintaining, troubleshooting upgrading desktops
· Troubleshooting and maintaining Servers (including patching) on-premise as well as in AZURE).
· Internal and external stakeholder engagement and relationship building
· Conducting backup and recovery tasks, implementing operational and technical security controls, and adhering to organisational security policies and procedures
· Maintaining Windows Domain Environment (Messaging, DHCP, DNS, Active Directory, Group Policy, Terminal Services and RDS environment)
· Maintaining Virtualized Platforms (VMware, Hyper-V)
· Administering M365 and Azure
· Good understanding of Hybrid Cloud Environments
· Experience with Powershell scripting
· Testing, implementing, monitoring and tuning infrastructure software/hardware to ensure optimum systems performance and highlight potential issues
· Assist in onboarding customers/users
· Assist in automating tasks to reduce manual tasks and the number of tickets.
· Participation in disaster recovery testing, implementation, documentation, document maintenance
· Ability to work with Mobile devices, when needed.
· Printer configuration and troubleshooting experience
· ITIL based support processes
REQUIREMENTS
· Liaising with third parties incl. suppliers (good Written and verbal communication is critical)
· Self-starter – no need for supervision
· Adhere to internal policies and procedures
o 98% SLA
o Respond to P1 and major incidents/outages, maintain solid and continued communication with appropriate teams’ and coordinate the resolution
o Update documentation; develop knowledge base articles
o Update tickets and keep the user updated
· Keeping abreast of emerging technologies and industry trends
· Must have recent industry qualifications and/or vendor certifications (e.g., Microsoft, CompTIA, etc)
· Train themselves as directed.
· Worked in customer facing IT – not internal IT
· Worked in smaller organisation.
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
· Ask users targeted questions to quickly understand the root of the problem
· Talk users through a series of actions, either via phone, email, or chat, until they have solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
· Ensure all issues are properly logged
· Manage their own time and priorities.
· Well-organised and responsible with an aptitude in problem-solving.
· Have a strong work ethic.
· Demonstrated interest in learning, quickly.
KRA
· Looking after (installing, maintaining and troubleshooting) customer environments – servers, workstations, printers, and other peripherals including storage
· Administering AD, DC, RDS, VMs, Backups, DNS, Group Policy
· Keeping the users updated and resolving the issues (or escalating the issues) meeting the SLAs.
· Keep the documentation up to date.
· Demonstrate ability to learn
Job Type: Full-time
Salary: ₹400,000.00 – ₹1,200,000.00 per year
Benefits:
Day range:
Shift:
Experience:
Work Location: Remote
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