It Infrastructure Specialist

Role & responsibilities

• Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issue reported (or) Work on the requested service
• Triage Simple to Intermediate complexity hardware faults and software defects
• Work on Service Requests related to End-user configuration requests
• Proactively assign email tickets and make outbound calls to end customers on their Service Requests • Work with end users on issues related to Windows Application & Software
• Troubleshooting hardware and computer peripherals such as printers and fax machines
• Perform password resets and provides required access to end users • Diagnose and Isolate problems based on the nature of the Issue and raise Service request with vendors as needed
• Provide Complete management of Service Request from Case creation to Resolution
• Suggest improvements to process and workflow in the support center
• Identify problems related to chronic cases and work with Senior Engineering resources to identify the root cause
• Support multiple different customers environments and ticketing systems.

Preferred candidate profile

• Knowledge of OSI reference model and Protocols
• Understanding of a Domain/corporate IT environment including PC & Laptop setup
• Provide technical support on Windows OS and MACOS platform
• Troubleshoot system specific issues related to PC & Laptop
• Working knowledge of Windows Active Directory and ability to add, remove users and perform password resets
• Work on issues related to DNS and ability to isolate Network issues with Service Provider
• Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams)
• Troubleshoot system specific issues around peripherals - Printer, Fax and peripherals
• Knowledge of DHCP and troubleshoot issues related to Network • Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365, OneDrive, Teams)
• Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin Center Management, Mobile Device Management (MDM), Intune and BitLocker