Shift Timings: Rotational (APAC/EMEA/MNA/LATM)
Essential Functions of the Job:
Under limited supervision, respond to customers’ inquiries concerning support requests and
problem resolution
Resolve software problems and/or identify and escalate hardware problems reported to the
team
Identify sources and trends of technical problems to prevent future occurrences.
Follows up on specific inquiries or requests to ensure client satisfaction.
Manage and keep track of hardware and software assets
Supports & executes project work assigned time to time.
Analytical/Decision Making Responsibilities:
Ability to identify potential points of failure, areas for improvement, and identifying pain points
and bottlenecks.
Makes recommendations to the team lead in regard to process changes and drives
implementation, based on the needs of the business and product direction.
Proven ability to coordinate resolution of issues on a subarea / area / global basis
Capable of managing small to midsize projects.
Ability to effectively communicate with other groups in IT Services, business practice
representatives and outside vendors.
Knowledge and Skills Requirements:
Mandatory Technical Skills:
o Windows Desktop OS – Windows 10
o Advanced troubleshooting skills of Lotus Notes, Office 365 products, browsers, Windows
and Apple operating systems
o Networking – TCP/IP, VPN (Configuration of Client, Client Troubleshooting)
o MAC OS
o Working knowledge on Anti-Virus and remote management tools such as Intune.
o Level 2/3 expertise on setting up resources in Office 365 (exchange/Teams), SharePoint
& Azure admin centre
Other Skills:
Strong interpersonal, client service, communication, and organizations and project management
skills.
Ability to work under pressure and react appropriately in a crisis situation.
Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in
order to resolve most inquiries independently.
The ability to effectively work and team with clients, management and staff members.
The ability to fully document processes and fixes.
The ability to read, write, speak and understand the English language.
Other Requirements:
Overtime may be required from time to time during projects and times of increased workload.
Work may be required at night or on weekends to support a project or during times of a system
outage or emergency.
Rotational shifts as per requirements
While the role is currently remote, might need office availability basis work needs as and when
determined by the company.
Job Requirements:
Education:
A Bachelor’s degree in Engineering, Computer Science or a related discipline.
Experience:
Approximately 5-7 years of desktop management experience.
Experience of working in a SLA bound environment
Experience of working as an administrator on O365 and Azure admin centre. (setup tasks)
Extensive knowledge of IT operations.
Certification Requirements:
ITIL v3 foundation (must)
Any entry level cloud certification (preferred)