End User Support Technician - Hyderabad

GENERAL FUNCTION:

We are currently looking for an End User Support Technician to support our MFSG India Corporate office users. In this role, you will provide premium support to all our end usersin MFSG India and white glove treatment for our executives. You will also be responsible for the deployment of various software packages to our end user devices through SCCM, and setup & maintenance of corporate laptop hardware for MFSG India users.

Duties / Responsibilities:

• Provide White glove service & support in all interactions with ELT (Executive Leadership Team) and SLT (Senior Leadership Team), and their administration staff while prioritizing value and urgency.

• Provide IT support for on-site events and meetings including site setup, testing, coordination with venue IT/AV contacts and stand-by support.

• Support for the End User Mobility devices (IOS/iPhone/IPads) - VIP and home-based office (HBO) user support

• Collaborate with IT teams and SMEs to ensure timely troubleshooting and resolution of technical and functional issues.

• End User Support (Software/Hardware) o AD/O365 account support o Microsoft Authenticator MFA o Desktops o Laptops o MFP (Multi-Function Printers) o Tablets (Android / IPads) o VDI (Virtual Desktops) o Hardware Asset Management o Refurbishment o Shipping/Receiving o Inventory Management

• Support for Operating System, base load software, MS Office suite and other business applications

• Access related issues with password, security, application configuration and troubleshooting, and general inquiries

• Research questions using available resources advising users on appropriate action; provide adequate training to end users.

• Follow standard EUS and IT Security procedures and log all interactions in the ITSM system.

• CMDB asset management

• Management, maintenance, and deployment of desktop images.

• Familiarity with basic networking to troubleshoot Network and Telecom related issues at our India Office.

• Identify and escalate situations to various IT Teams if technically complex or if it requires urgent attention.

• Own key initiatives and drives through completion with minimal supervision.

• Motivated and enthusiastic with Great Personal skills

• Perform other duties as assigned.

EXPERIENCE

End User Support

Experience with deployment tools

• Experience managing and maintaining desktop images.

• Experience supporting executives is preferred.

SKILLS

• The ability to manage and articulate complex issues.

• Strong background in Microsoft Windows Active Directory & Microsoft 365 Environments.

• Experience leveraging geographically diverse and offshore IT support teams.

• Excellent Oral communication (customer interaction, requirements analysis)

• Experience troubleshooting corporate desktop hardware and software.

• Understanding of networking fundamentals & troubleshooting such as TCP/IP, DHCP, and DNS protocols.