What you will accomplish together with us:
Utilize ticket tracking system to document all support incidents
Creates and maintains, detailed and complete, Helpdesk documentation
Reporting of metrics and KPIs for the Helpdesk
Identify opportunities for automation, and assist with the development of automation systems to address those opportunities
Participation with research, planning, scoping, implementation and ongoing support for projects
Participation with maintaining inventory of hardware, software and support assets
Capability to self-motivate, work independently and taking ownership of job responsibilities
On-point, genuine interpersonal and written communication skills
Demonstrated Customer Service & Troubleshooting skill-sets
The ability to balance and prioritize multiple projects and remain calm under pressure
Experience working with multi-tiered ticket handling/resolution systems
Provide tier 1 and tier 2 IT support
Enforces IT standards and educate employees about compliance issues
Strong background in:
Microsoft Active Directory
Active Directory User Management
Group Policy Management
NTFS Permissions
Office 365 and Azura cloud services
Office 2010 and above Required
Windows & Mac
What will convince us:
BCA / MCA / M.Sc. / B. E / B. Tech in Computer Science with at least 8 years of experience in IT Helpdesk Support with team leading experience
ITIL v4 Foundation Certification and Microsoft Certification is an advantage.
Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless
Demonstrated understanding of switches, routers, and other network hardware along with server virtualization technologies
Understanding of Ticketing systems
Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS and DHCP
Understanding of security practices including physical, internet, and wireless security
Strong understanding of user authentication, permissions, and encryption
We look for employees who would like to grow with us and move the innovative life sciences sector forward. In the process, we focus on agile project work, mutual support within teams and working as equals. Sartorius thrives as a company with people who give their very best every day and who are eager to develop personally and professionally.
Further insights into our world of work can be found here.
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