NEC Software Solutions (India) Looking for Lead End User Support Analyst- Intune at Mumbai, Maharashtra Full Time

Company Description

NEC Software Solutions (India)

On 1st July 2021, Rave Technologies became NEC Software Solutions India. This change brought us under the global NEC Corporation brand. We are proud to be part of an organisation with 122 years of experience in evolution with technology and innovation.

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services.

We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.

For more information, visit at www.necsws.com/india.

About NEC Corporation

NEC Corporation is a Japanese multinational information technology and electronics company, headquartered in Tokyo, Japan. It is recognised as a ‘Top 50 Innovative Company’ globally and the NEC Group globally provides “Solutions for Society” that promote the safety, security, fairness and equality of society. Their main goal is to help create a safer society with their innovations in technologies.

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

For more information, visit NEC at https://www.nec.com.

Job Description

Ensuring that all change/project work is delivered on time and to budget

Using specialist technical skills to proactively manage all elements of the supported Infrastructure ensuring high levels of service availability

Proactive Problem management to drive down numbers of fault Incidents raised

Proactive monitoring of Servers, Key systems.

Proactive maintenance of systems, installing patches, upgrades etc.

Providing customers with technical consultancy

Specialising in the configuration and support of Windows Servers and back office applications

Ensure compliance with all documented procedures

Monitor allocated procedures, review and update as necessary. Identify and produce new procedures as appropriate

Be able to work on the Office premises for minimum of 8.5 hours during assigned shift timings or more if the work demands.

Be a part of the 24X7 shift rotation

Active involvement in other areas a per business requirements

To provide a high quality, proactive infrastructure support and management service to a large multi-client community as part of a customer focused support team. Working to contracted SLAs and delivering best in class services to our customers.

Specialising in the MS Windows server technology area, the Windows Server Analyst has responsibility for ensuring the effective operation and availability of the supported infrastructure for both external and Internal customers. Working within the ITIL process guidelines the team is responsible for Infrastructure incident management, capacity management and monitoring as well as reducing the number of Incidents logged though proactive problem management.

To deal with support calls and implement technical change/project work for our client in an efficient and timely manner. Working to contracted SLAs delivering best in class service to the customer. To proactively manage the complete IT infrastructure including the Servers, Email, Security and Antivirus.

Qualifications

An adaptable attitude, wanting to provide excellent customer service

Self-motivation

Excellent communication and client facing/customer service skills

Knowledge of MS Windows Server from 2000 to the latest versions.

Experience in Microsoft Active Directory based on windows 2012/2016 as Domain Controller and core authentication system.

Group Policy Object (GPO) administration, troubleshooting and management and manage GPO links in OU hierarchy.

Understanding of network environments, LAN/WAN technologies and TCP/IP

Ability to quickly analyze & diagnose technical problems.

Work with Change & Problem Management Tools

Problem determination and resolution within expected time frame.

Identify and recommend improvements to existing processes.

Create regular reports for Management requirements.

Escalations handling.

Co-ordination with Server Managers/other teams.

Ensure the Service Requests and all pre-requisite checks are followed diligently.

Managing and administrating exchange online / Sharepoint online

Create, validate, deploy, rollback enabled packages, applications in an enterprise environment through the SCCM/Intune

Complete packages in a timely manner. Packaging will consist of building silent installation packages in an MSI or MST format and performing initial installation testing on Windows 10 & 11. Scripting experience will be required for packaging

Develop and follow procedures for testing applications prior to deployment

Document the customizations and changes made during the packaging process

Create update packages for Microsoft security bulletins/hot fixes and creating packages for 3rd party software

Research and perform analysis of complex system requirements & capabilities and provide solutions

Provides support for escalations from Help Desk and End User Support technicians for deployed applications

Manage M365 admin console access control and adhere to set policies and processes. Maintain change control version track of M365 Admin consoles for future requirements and audit purposes

Monitor Intune service and changes within Microsoft 365 admin center types of notices Microsoft provide about the Intune service to keep healthy that helps enable the workforce to be productive and corporate data protected

Troubleshoot and resolve related incidents/requests/problems in the ticketing system

Create and maintain related service documentations, user manuals, instructions and related knowledge base articles

Transfer knowledge via documentation and training to End User support team

Technical expertise Ability to Package, Stage and Deploy application using Intune

Creating Packaging using PSADT in Intune Proficient in scripting languages (e.g., VBS, Batch Scripting and PowerShell). Proven ability in software distribution tools (e.g., SCCM, Intune) In-depth knowledge to manage and produce MSI packages from legacy applications and create transform files for vendor based MSI

Ability to configure Windows 10 update rings (Intune) Ability to configure Windows 10 feature Updates (Intune) In-depth knowledge to manage and produce MSI packages from legacy applications and create transform files for vendor based MSI’s Application lifecycle management using Intune (Packaging, Distribution Deployment, Reporting, Retire)

Performing application discovery, application packaging, software distribution and troubleshooting/problem determination. The delivery practitioner in this role will engineer automated installation code that enables a software application, update or patch to be sent to an end user workstation or device within a client environment

Complete software packaging per the information listed in the package requirements form. and activities to required timelines Perform complex resolution activities to diagnose packaging issues and perform Quality Assurance activities to ensure package operates successfully in the environment Work with Transitions/Transformation teams to complete solution packaging work as described by the statement of work

All Process Change Requests (PCRs) during Transition/Transformation Schedule distribution of software packages to target audience through distribution tool within the required duration and time frame and complete pre-distribution analysis to ensure the request includes the necessary information to fulfil the process Update workflow management tools to ensure all Software Distribution activities are tracked and recorded Report any issues that may compromise the distribution timeframes or success Perform software distribution remediation on unsuccessful endpoints per account procedures Provide deployment reports, drive actions with relevant teams to make sure 100% success ratio is achieved. Perform monthly patching and ensure 100% compliance