Desktop Support Engineer

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

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