We have multiple technical openings in our Organization for L2/L3 support. Below is the description of the same
This person is responsible for handling first level/ escalation support of service requests. This relates to all technology including workstations, servers, printers, networks, and vendor specific hardware and software with experience and expertise in the following:
*IT Support relating to technical issues involving Microsoft's core business applications, operating systems, network devices (routers, firewalls etc.) and printers
*Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
*Working knowledge of Apple MAC
*Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
*Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
*Improve customer service, perception, and satisfaction.
*Backup/recovery of Windows Servers
*Deployment of Active Directory domain services across multiple sites/subnets, Administration, Migration, Group policy Objects, WSUS, etc.
*Experience with VMware, Citrix, Microsoft Hyper V, Office 365, Microsoft Azure, or Amazon Web Services
*Experience with ConnectWise, LabTech, and/or Kaseya is a plus
*Understanding of CSAT and SLA's
*At least 3-8 years' experience of providing technical support service to clients.
*Administration and maintenance of Enterprise level Application will be an added advantage.
*Good knowledge of Network operation System Windows 2003 and Win 2008(Active Directory, DNS, DHCP).
*Working knowledge on Citrix, Hyper V, Azure etc.
*Good communication and Analytical skills.
*Ready to work in 24*7 environment.