IT Support Engineer

SentinelOne

8 - 13 years

9 - 13 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

Posted:6 hours ago| Platform:

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Skills Required

change management linux helpdesk problem management incident management windows customer service troubleshooting technical support system administration

Work Mode

Work from Office

Job Type

Full Time

Job Description

Act as the initial point of contact for end users via telephone, email, or the ticketing system.
Able to Provide technical support to Internal users situated in remote locations by diagnosing and resolving issues related to Software, Hardware, Networking and other day to day basis Tools. Also drive the issue until resolution.
Maintain consistent and timely communication with users regarding the status and resolution of their support tickets.
Expertise in troubleshooting MacOS and Windows platform issues.
Excellent in providing technical support to users over Zoom or Slack when required.
Able to communicate with APJ, EMEA and USA region employees.
Experience on managing tools ensuring user productivity like GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Asset management, Service Desk, Confluence etc.
Proactive in management of Service Request, Incident, Tasks within SLA and Escalate to L2 resources with proper troubleshooting notes.
Able to create Knowledge Articles, KB s for Helpdesk Team if needed.
Work with cross-functional teams to ensure delivery of high-quality, customer-focused products and services.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution and dispatching tickets to the right team.
Understanding of Incident Management, Problem Management, Root Cause Analysis, Change Management as per ITIL process.
Working knowledge of ServiceDesk tools like JIRA Service Desk OR other helpdesk tools for ticket management.
Add, modify AD and Okta groups to provide the user access

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