Technical Support Executive

Job Description

Company Details: We are trusted as one of the leading IT enabled services provider, having a remarkable track record of consistently delivering workable and robust solutions. This becomes possible as we adopt continual innovation and remain committed to quality, implement and refine processes and leverage technological prowess. With the best software and hardware environments coupled with state-of the-art communication facilities; our offices are fully equipped to work as virtual extensions of clients’ environment, providing 24×7 services. Founded in 1997 in Ahmedabad, India – one of the fastest growing metros of India Branch offices in India, USA and Canada Multi-million US$ turnover with CAGR of 20% 1000+ certified and skilled professionals serving more than 300+ clients globally Offering end-to-end solutions to meet IT and ICT needs of clients Designation: Technical Support Executive Experience: 2 - 4 years Work Location: Ahmedabad KEY RESPONSIBILITIES Provide front line technical support for customers on hosted and managed services and escalate critical issues to Tier II support Establish and maintain contact with customers for request and incident management. Handling Outlook and Mailbox related issues Assist users in connecting Video conferencing applications such as Zoom, WebEx, etc. Walk customers through installing applications and computer peripherals Monitor the availability events like storage availability, network and server performance, events, firewall and security logs. Monitor the backups, recovery errors, respond to the request regarding the restoration of the data, database, files Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning Installing Operating software, application software, productivity suites or any proprietary software Creating users, security groups, computer accounts, and GPO policies in AD Creating users, security groups in Azure AD Creating email accounts in O365 Troubleshoot O365 related issues Acknowledge the request for start / stop services, user creation and grant specific data access to user Perform initial level troubleshooting as per the Standard Operating Procedure for Knowledge base Analyse, troubleshoot and resolve issues related to OS, software, office / business application, equipment, hardware, peripherals, etc. Configuration of Print devices (network and local), scanner on desktops Maintain an inventory of IT hardware and software assets Answer technical queries (both initial and follow up) via phone, the ticketing system, email, IM Chat Log all issues / customer requests and resolutions Communicate with users, explain issues and resolutions, update activity or train on new equipment or software Build an internal wiki with technical documentation, manuals and IT policies Provides on-call high priority 24/7 technical support as necessary Troubleshoot issues by utilizing resources like KB / Standard Operating Procedure, peer support, supervisor guidance and management consultancy Ensure CMDB and all IT digital assets are real-time updated Provided out-side hours support for critical, urgent and mission critical activities Contribute in building technical knowledgebase Provide methodological assistance to client / peers Follow timely delegation / escalation procedure Follow ITIL standard practices for incident, change and problem management Outstanding analytical and technical problem-solving skills Keep yourself updated with technology updates Adhere to compliance and governance standards and report any non-compliances to the manager Participate & contribute in IT team meetings Foster professional relationship with all colleagues by listening, understanding and responding to their needs Excellent Interpersonal and communication skills (verbal and written) Excellent organizational, time-management and prioritization skills Promote positive customer service attitude among peers SKILLS AND EXPERIENCE 1+ years of experience in supporting / maintaining Windows and Linux server environments Must be proficient and experienced in deploying, configuring, and maintaining Windows 10, 8 & 7 and non-Windows devices and technologies Extensive experience working with different operating systems including Windows and Mac OS Knowledge of Microsoft Office applications, Office365 applications, anti-virus, mobile devices and other IT systems Basic knowledge on Switch, Router and Firewall functionalities Should able to analyse / troubleshoot network printer, deskside printer issues Should have experience in monitoring the IT Infrastructure for capacity breach Should able to configure backup job and fix the failed jobs Should able to analyse the logs and provide logical solution Ability to work effectively with customers over the phone / remote desktop. Familiarity help desk software (e.g. ServiceNow, Freshdesk, JIRA, Track IT) Perks & Benefits: Health Insurance Employee rewards and recognition Flexible working hours Gratuity Food Coupon Professional Development Comprehensive Leave Benefit Job Types: Full-time, Permanent Pay: ₹15,000.00 - ₹30,000.00 per month Benefits: Flexible schedule Health insurance Provident Fund Shift: Night shift Rotational shift Work Days: Weekend availability Experience: Windows: 2 years (Preferred) Service desk: 2 years (Preferred) Network : 2 years (Preferred) ITIL: 2 years (Preferred) Shift availability: Night Shift (Preferred) Overnight Shift (Preferred) Work Location: In person