Candidate must have minimum 5 years combined experience and be proficient in supporting the following technologies:
- Windows 10 Operating System advanced troubleshooting; proficient using Windows registry o Microsoft Office Suite (2010/2016) advanced troubleshooting. o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue o General knowledge/troubleshooting for Macs o General knowledge/troubleshooting for Networking o General knowledge of Microsoft Intune o General knowledge/troubleshooting for MFDs o Mobile Device Management and Mobile Web Apps, iOS, etc. o Active Directory Administration and Infrastructure Design o Office 365 and MS teams.
- Understand and troubleshoot Azure MFA o Desktop imaging o Strong customer service skills
- Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills
- Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them.
- Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
- Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation
- To provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update & management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
