IT Support Engineer I

Alegeus

1 - 4 years

5 - 9 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

publishing development manager analytical active directory windows microsoft operations information technology technical support customer interaction

Work Mode

Work from Office

Job Type

Full Time

Job Description

Triage incoming requests to the team and with direction from management, assign tasks and track request prioritization.
Diagnose, troubleshoot, and resolve software application, hardware, and connectivity issues related to service and product offerings.
Respond promptly to customer inquiries via telephone, email or web.
Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and supplying prompt progress updates to customers and manager.
Supply employee training on proper system use.
Work closely with other teams to manage technical escalations and issue resolution.
Show enhancement opportunities to promote efficiency.
Create, document and adopt methods to help drive improvement and efficiency in all Help Desk related functions, including technical and non-technical guides.
Manage with HR & Senior Manager, IT (Information Technology) Operations, new hire configuration including workstations, telephony, and all technical requirements.
Manage systems that are internal client facing, including Active Directory, Office, SharePoint, Phone System and Azure AVD (Azure Virtual Desktop).
Monitor and support proper system configuration for user endpoints (PC and AVD).
Ability to work flex shift hours.

EDUCATION/EXPERIENCE

Bachelors degree in a technical discipline preferred or equivalent experience.
The desired candidate should have excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations.
The ability to multi-task and work under dynamic conditions and constraints with minimal supervision, i.e., strong analytical, prioritization, time management, and follow-up skills.
The ability to respond to customers in writing and over the phone with a high degree of professionalism and accuracy.
Ability to use remote tools to support users
High ability with Microsoft Office suite.
Strong technical knowledge of PC operating systems
Technical knowledge of Mac operating systems
Azure Virtual Desktop configuration and support
Microsoft MECM (Microsoft Endpoint Configuration Manager) (SCCM/Intune) configuration and support
JAMF
Strong interest in learning new things and comfort in pushing new boundaries
PowerShell and/or other scripting technologies in the Windows and Mac environment
Azure management
Virtual Desktop

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