Job Title

Job Responsibilities: Provide first-level technical support to end-users via phone, email, or in-person interactions. Diagnose and resolve hardware, software, and network issues promptly to minimize downtime. Conduct desktop support and troubleshooting over phone calls, utilizing remote support tools to efficiently resolve issues. Log and track all incidents and service requests in the ticketing system, ensuring accurate and timely updates. Prioritize and manage multiple tasks effectively to meet service level agreements (SLAs). Escalate complex issues to higher-level support teams when necessary, following established escalation procedures. Analyze and resolve technical problems by identifying root causes and implementing effective solutions. Document solutions for future reference and training, contributing to the knowledge base. Assist users with IT-related queries and provide guidance on hardware and software applications. Conduct user training sessions and create user-friendly guides to enhance user competence and confidence. Ensure users feel supported and informed, maintaining a high level of customer satisfaction. Serve as a point of contact for clients, ensuring their IT needs are met with high-quality service. Build and maintain strong relationships with clients, understanding their unique requirements and providing tailored solutions. Administer and support Azure, Office 365, AWS, GCP and other cloud environments. Be a problem solver - Identify solutions for hardware, software and network issue Utilizes ticketing and monitoring system and follow proper documentation and escalation processes Communicates with clients in a highly professional and timely manner Attends internal training to develop your skills and grow with us Other duties as required Shift Timings: 7:00pmIST-3:30amIST (Rotational) Experience: Three (3) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments required (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, Azure AD, etc.), required Intermediate knowledge of network protocols, configurations, and operations, required Ability to triage problems, design and identify solutions and appropriately escalate issues in fast-paced environment, required Experience with Infrastructure backups such as VEEAM, Data Protection Manager (DPM), etc., preferred Experience with cloud technologies such as Azure, Azure Backups, AWS or similar cloud experience, preferred Previous experience in a technical support or service desk role within a managed services environment is desirable. Experience with Microsoft Azure, Virtual Desktop Infrastructure (VDI), Wintel administration, and desktop support is highly preferred. Software One of the following, required: Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server