Support Specialist • Managed Services - (x)OC

Overview

Provide Tier 2 IT support for Microsoft-based environments in a Managed Services role, handling client support requests and keeping clients informed throughout resolution.

What you'll do

• Provide Tier 2 level IT support relating to technical issues involving Microsoft's core business applications and operating systems.
• Troubleshoot and resolve incoming technical issues via phone or through the ticket system.
• Research internal and external resources for the best solution.
• Advise clients as to pertinent concerns discovered in the process of serving them.
• Build and foster client relationships to earn their trust.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation, in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and maintain up-to-date documentation of existing and new client systems and environments.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Procure computer supplies as requested by IT management.
• Communicate with vendors to request service, update, and resolve open tickets.
• Adhere to established methods for responding to and documenting support requests.

What you'll need

• Degree in the field of computer science and/or equivalent work experience.
• Practical knowledge in installing and configuring operating systems, networked and local printers.
• A minimum of 2 years of industry experience, specifically supporting Microsoft based environments.
• Required: Windows Desktop OS's, Windows Server platforms, Active Directory, Group Policy.
• Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment.
• Ability to concisely document processes, issues, resolutions; strong writing skills required.
• Ability to multi-task, prioritize tasks and respond with sense of urgency.
• Strong problem solving and critical thinking abilities.
• Ability to work independently successfully and effectively and within a team structure.
• Self-motivated and responsive to Management and customers.
• Strong organizational skills and attention to detail.
• Demonstrated knowledge of standard help desk service call methods and procedures.
• Exceptional ability to develop productive and positive customer relationships.

Nice to have

• Exchange platforms, VLAN, VPN, HP and Meraki Network Configurations, Routing, Wireless, and FortiGate firewall solutions, SDWAN.
• Experience working with time tracking/ticketing software.

Details

• Location: Bengaluru.