Roles and Responsibilities :
- Provide technical support to end-users through remote sessions, troubleshooting issues related to Active Directory, MS Office Outlook, OS troubleshooting, VMware, and VDI.
- Troubleshoot hardware and software problems on desktops and laptops using various tools such as Remote Support.
- Manage user accounts in Active Directory, including creating new ones and resolving password resets.
- Good knowledge of various technologies: Microsoft Operating Systems 10/11, Microsoft Office products(Outlook, Word, Excel, PowerPoint, Access), IE, Google Chrome, WPS, WDS etc.
- Good knowledge of servers DC, ADC, File servers and permissions (Training/Certification on Microsoft product will be preferred).
- Good knowledge of LAN, WAN connectivity, IP subnet and Network protocol (Training/ Certification on Network will be preferred).
- Maintain overall ownership of end user's issues/request and to ensure resolution in defined TAT.
- Provide initial assessment of urgency and business impact on all support calls and escalate to seniors in case of any support required to avoid escalation.
- Handles all incidents and requests, software installations, new computer setups, upgrades, shifting of assets etc.
- Record incident resolutions in the Service Desk tool.
- Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
Job Requirements :
- Strong knowledge of Windows operating systems (Windows 7 & above) and ability to troubleshoot common issues.
- Proficiency in MS Office applications (Outlook) and basic understanding of networking concepts.
- Experience with Virtual Desktop Infrastructure (VDI) setup and configuration.
