Desktop Support Engineer
Experience: 3+ Years
Job type: Full-time
Office (US Shift timing 8AM to 5PM EST)
Responsibilities:
- Providing customer delight
- Offering excellent technical support experience to customers
- Good listener to customer, provide on time deliveries.
- Attending tickets and emails (Proactively involvement in escalations and make sure customer commitments are met)
- Make sure support deliveries are under defined TATs and SLAs
- Involve appropriate authorities when escalations are required·
- Coordinate with Sr. System Administrators, SME (Subject Matter Expertise)
- Cross-functional team discussions (QA – Quality Analysts, Security Analysts, Development team) – Ontime internal escalations
- Adapt and implement new technologies related to Zero trust network & Virtualization verticals
- Implementation and Configuration of Products on Cloud Technologies and On-prem virtualization environment
- Provide solution documents, KB articles, Incident/Preliminary analysis Document & RCAs
- Reproduce customer issues and if required, analyze the root cause; check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc…
- Documentations
- Ready to learn and groom
Requirements:
- BTech in Computer Science.
- Good knowledge in Windows System Administration, installation, configuration, tune, maintain and monitor windows servers (2003, 2008 / R2, 2012 / R2, 2016, 2019)
- Knowledge in Linux & Mac operating systems
- Good Knowledge of Microsoft 365
- Provide and manage Windows server administration, within an AD environment. Good knowledge of Active Directory, AD components, AD Roles & Functions. Hands on experience of applying Group Policies
- Good knowledge in different server roles (Webservers (IIS), DHCP servers, DNS, Remote Desktop services, FSMO, SCCM, SMTP)
- Work experience in client-side operating systems – Win7, Win8, Win10 is must
- Product installation, Upgrades and Patch Management
- Strong fundamentals in networking, IT infrastructure and related technologies
- Hands on experiencing in Networking, Routing and or Switching
- Experience with firewalls, Internet VPN’s remote implementation, troubleshooting and problem resolution
- Good knowledge about different VPN technologies
- Knowledge about TCP/IP, DNS, Proxy servers
- Basic understanding of IPTables, TLS, SSL
- Knowledge about security software such as DLP, firewalls (End point security are add-on)
- Good Communication skills