Experience
3-5 Years
Job Description
ROLE AND RESPONSIBILITIES
- Issue Resolution: Resolve Tier 1 and Tier 2 technical tickets remotely.
- System Provisioning: Configure, test, and ship remote employee workstations.
- Identity Management: Manage user access, passwords, and permissions daily.
- Documentation: Create clear internal knowledge base articles for common fixes.
- Asset Tracking: Maintain an accurate inventory of cloud assets and hardware.
Qualifications And Education Requirements
- Education: Bachelor’s degree in Computer Science or equivalent experience.
- Experience: Minimum 3-5 years in a remote technical support role.
- Certifications: CompTIA A+, Network+, or Microsoft Modern Desktop Administrator.
- Certification – ITIL V4, Modern Desktop administrator (MD 103)
- Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply.
Preferred Skills
- Hardware: Experience troubleshooting Lenovo, Dell, and Apple laptop hardware.
- VDI: Managing virtual desktop infrastructures like VMware Horizon.
- MDM: Enrolling mobile devices in corporate management portals.
BEHAVIORAL ATTRIBUTES:Communication: Excellent verbal and written skills for non-technical users.
- Empathy: Patience and understanding when handling stressful user issues.
- Problem Solving: Strong analytical thinking under tight time constraints.
- Self-Motivation: Ability to work independently and be a team player at sametime with minimal remote supervision.
Primary Skills
Required Technical/ Functional Competencies
- Operating Systems: Advanced Windows 10/11 and macOS troubleshooting.
- Software Support: Office 365, Teams, Microsoft Entra ID (Active Directory).
- Endpoint Management: Microsoft Intune, SCCM, or Jamf administration.
- Networking: Strong TCP/IP, DNS, DHCP, and VPN troubleshooting.
- Remote Access: Proficiency with Citrix, RDP, Zoom, and TeamViewer.
- Fluent in English, in both oral and written communication
- Good knowledge in Utility software technical knowledge such as Antivirus and others.
- Willingness to do 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.
Desirable Skills
- Cloud Basics: Knowledge of AWS or Microsoft Azure environments.
- Scripting: Basic PowerShell or Bash scripting for task automation.
- Cybersecurity: Familiarity with EDR tools like CrowdStrike or Defender.
- ITIL Framework: Understanding of incident and change management workflows.
Accountability
Required Behavioral Competencies
- Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.
Agility
- Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.
Collaboration
- Participates in team activities and reaches out to others in team to achieve common goals.
Customer Focus
- Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.
Communication
- Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.
Drives Results
- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.
Certifications
Mandatory: CA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator; Desirable: OCP, CCP/Yash defined course, Administration level Certification of any Storage Tool/Backup Tool
Mandatory: ITIL V4 Foundation
NCA - Nutanix Certified Associate
