Required Skills Technology | Cisco R and S Network Expert - Level 3 Support Technology | Cisco ACI Expert - Level 3 Support Technology | Fortigate SDWAN Expert - Level 3 Support Technology | Cisco DNAC Expert - Level 3 Support Technology | Viptella SDWAN Expert - Level 3 Support Technology | Riverbed SDWAN Administrator - Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Expert Level Certification - NSE7 / CCIE-Data Center / DNAIE / ENSDWI Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process. - Prepare a detailed report on the plan of action for the existing tickets for the next shift andengineer (Shift Handover Report). - Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined). - Ensure tickets are closed post user/customer communication. - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process. 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts

Required Skills Technology | Cisco R and S Network Expert - Level 3 Support Technology | HPN R and S Expert - Level 3 Support Technology | Nexus Switch Expert - Level 3 Support Technology | Firepower Firewall Expert - Level 3 Support Technology | Palo Alto Firewall Expert - Level 3 Support Technology | Checkpoint Firewall Expert - Level 3 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Expert Level Certification - F5 Certified Solutions Expert / CCIE Security / CCIE Wireless / ZTCA / ACCX / CCIE Service Provider Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough andexecute the various Escalation Matrix (Vendor, Internal and Customer defined) - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts

Required Skills Technology | Meraki WLAN Design SME - Level 4 Support Technology | Cisco R and S Network Design SME - Level 4 Support Technology | Cisco WLAN Design SME - Level 4 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Expert Level Certification - ACMX / CCIE Wireless Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough andexecute the various Escalation Matrix (Vendor, Internal and Customer defined) - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts.

Required Skills Technology | Meraki WLAN Expert - Level 3 Support Technology | Cisco R and S Network Design SME - Level 4 Support Technology | Cisco WLAN Design SME - Level 4 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Expert Level Certification - ACMX / CCIE Wireless Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough andexecute the various Escalation Matrix (Vendor, Internal and Customer defined) - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts.

Required Skills Technology | Cisco R and S Network Design SME - Level 4 Support Technology | Nexus Switch Design SME - Level 4 Support Technology | ASA Firewall Design SME - Level 4 Support Technology | Cisco WLAN Design SME - Level 4 Support Technology | Meraki WLAN Design SME - Level 4 Support Technology | F5 NLB Design SME - Level 4 Support Technology | Versa SDWAN Design SME - Level 4 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Expert Level Certification - F5 Certified Solutions Expert / CCIE Security / CCIE Wireless / ZTCA / ACCX / CCIE Service Provider Delivery Skills: (1) Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. (2) Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. (3) Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. (4) Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process. - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined) - Ensure tickets are closed post user/customer communication - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Functional | Organization Change and Development | Succession Planning Functional | Financial Planning and Analysis | Variance Analysis - Budget vs Actual Functional | IT Operations Management | Financial Management Behavioral | Microland Skills | Execution Excellence Functional | IT Operations Management | Service Portfolio Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate Details: 1. Technology: Knowledge on Server Hardware - Multiple Vendors, Remote Management Tools, Software and Hardware Raid, Clear network fundamentals and topology 2. Business Development: - Understand and New Business cases and client needs - Understand and Develop new structure of Organization and effective Solution - Demonstrate delivery methodology to Prospective clients - Costing and Pricing for new Business cases 3. Strategy and Synergy: Identify the challenges in the existing Delivery, identify areas for new (possible) Business Offering Areas - Identify and Define new delivery methodology - Identify and Define skills and capabilities of new managers, and identify needs for development - Identify different thresholds for achievements.

Required Skills Technology | Messaging Technology | Messaging | ExchangeOnline Technology | Messaging | GoogleWorkspace Education Qualification : Bachelor s degree/diploma in computer science or information technology or equivalent Certification Mandatory / Desirable : Technology | IT Certifications|Microsoft Certification|Enabling Office 365 Services / Designing and Deploying Microsoft Exchange Server Messaging Platforms|Design and Architecture The candidate should have knowledge on M365 and on-premise Exchange Server Email platforms. You will be responsible for - Gather requirments and create design and future state architecture - Messaging option anlaysis with costing, providing best fit solution for customer requirements - Rearchitect existing Messaging solution for the target messaging platform - Prepare the design and drive the project to completion. Take complete ownership of the project. - Produce technical documentation on the solution. - In-Depth knowledge in designing Email solutions and security considerations - Analysis of existing user mailbox data and plannnninng for user mailbox migration - Preparing migration batches for mailbox migration - Run migrations/ data sync using tool, custom scripts Qualifications - Hands-on knowledge in setting up the messaging platform - Expert level knowledge in managing messaging infrastructure - Good knowledge on Active Directory, DNS and Azure AD - Experience in planning migration waves and end to end migration management - Knowledge about different migration methods (Onboard, offboard, IMAP, Cutover) - Experience on Identity, mailbox, DL, Teams management - Should have experience of Users, Groups, mailbox creation / modification - Good communication and interpersonal skills - Ability to work under pressure, with minimum supervision and proactively. - Self-driven and motivated

Required Skills Behavioral | Microland Skills | Execution Excellence Functional | Client Account Management | Relationship Management Functional | Financial Planning and Analysis | Variance Analysis - Budget vs Actual Functional | IT Operations Management | Stable, Secure ICT infrastructure Functional | Pre Sales Support Activities | Responding to RFPs Functional | Organization Change and Development | Succession Planning Functional | Financial Planning and Analysis | Opex Budgeting Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate Details: 1. Achievement of the Unit / account margin goals for the year 2. Achievement of the margin goals through various optimization initiatives for the account 3. Monthly Accounts profitability Reports published by finance 4. Revenue Goals - Achievement of the Unit / account revenue goals for the year 5. Formal documented succession plan for the critical roles in the program 6. Talent management and Improvement 7. Succession plan - formal documented plan for all critical roles / people 8. WMG, HR and LandD Dashboard 9. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery 10. Achievement of formal published GandO for the program as agreed and tracked through customer governance 11. Any misses to have a formal RCA based fix or a formal SIP initiative associated 12. Productivity and Service Excellence - Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits 13. Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline 14. Ensure tracking of productivity in a systematic manner and take measure to improve productivity 15. Formal internal reviews for published plans vs actuals 16. QMS / IMS Goals - Ensure account maintains 100% compliance to service security management processes defined, 100% adherence implementation to QMS processes defined by organization in accounts and Zero Major NC in Internal and External Audit 17. Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable. 18. Value based delivery - Identify and execute initiatives classified as Value for customer, Demonstrate to customer on the Value delivered to customer through these initiatives 19. Ensure documentation of the projects and share the same with SEPG team

Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Behavioral | Aptitude | Communication Behavioral | Aptitude | Information Processing Education Qualification : Any Graduate (Engineering / Science) 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills 1. Ability to differentiate between different type of IT assets 2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 3. Understanding of desktop applications and how do they work, installation and uninstallation 4. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issues 9. Ability to troubleshoot calls for printers and copiers locally and remotely Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain - (For MSP and Enterprise)

Required Skills Technology | Networking Knowledge, Concepts | Network Security Technology | Networking Context | Enterprise Technology | Network Support | L3 Support Domain | Telecom / Communications Equipments (Others/Not classified) | Network Interface Devices Technology | Network Administration | SDWAN, Configuration and Troubleshooting of Education Qualification : Engineer - B.E / B.Tech / MCA Details: Should be able implement equipment installation plans based on the Network Administrator’s specifications, maintain each component of the network and troubleshoot issues. The professional will be responsible for monitoring the network firewall, assessing the functionality of the network routers, ensuring that all the Internet security software is updated regularly, developing and implementing email policies in accordance with the IT Manager and maintaining the organizational phone system. 1. Hands-on experience in deployment and monitoring the NMS tool. 2. Knowledge of Network Management, NMS software applications and NMS applications platforms. 3. Define monitoring parameters, reports and the scope for the delivery team. 4. Analyze, use and configure network management applications for medium to critical complex networks. 5. Manage workload and other assignments efficiently while being able to resolve time-critical situations reliably and professionally. 6. Provide systems product training, mentor the others and assist in problem resolution where required. 7. Accurately and completely document problems and solutions on the case notes and the bug reports. 8. Perform lab testing for advance configuration and troubleshooting on the NMS tools. 9. Strong analytical reasoning and problem solving skills. 10. An ability to learn new technologies quickly. 11. Good time management skills. 12. An ability to follow processes. 13. Strong documentation skills. 14. Good communication skills - written and verbal.

Required Skills Technology | Cisco R and S Network Expert - Level 3 Support Technology | HPN R and S Expert - Level 3 Support Technology | Nexus Switch Administrator - Level 2 Support Technology | Firepower Firewall Administrator - Level 2 Support Technology | Palo Alto Firewall Administrator - Level 2 Support Technology | Checkpoint Firewall Administrator - Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Administrative Level Certification - F5 Certified Technical Specilist / CCNP Security / CCNP Wirless / RCPE Professional-Level Certification in WAN Optimization / ZIA Prof / ZPA Prof / ACCP / CCNP Service Provider Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough andexecute the various Escalation Matrix (Vendor, Internal and Customer defined) - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts

Required Skills Technology | Cisco R and S Network Expert - Level 3 Support Technology | Fortigate Expert - Level 3 Support Technology | Firepower Expert - Level 3 Support Technology | Checkpoint Fw Administrator - Level 2 Support Technology | Checkpoint VPN Administrator - Level 2 Support Technology | Juniper R and S Administrator - Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4.Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined) - Ensure tickets are closed post user/customer communication - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Network Security Vulnerability Management Specialist (SME) - This role will focus on identifying, assessing, and mitigating network security vulnerabilities within our organization’s infrastructure. The ideal candidate will have a strong understanding of security best practices, vulnerability scanning tools, and risk management, as well as the ability to work closely with cross-functional teams to drive the security posture of the organization. Key Responsibilities: • Vulnerability Assessment and Scanning: Lead and conduct comprehensive vulnerability assessments across network devices, systems, applications, and cloud infrastructures. Use industry-standard scanning tools such as Nessus, Qualys, or OpenVAS. • Risk Management: Assess and prioritize vulnerabilities based on their potential impact to the organization. Collaborate with stakeholders to develop risk mitigation strategies and recommend remediation actions. • Incident Response & Remediation Support: Provide expertise in addressing vulnerabilities during security incidents. Offer guidance to the IT and network teams on remediation best practices, helping to ensure timely patching and mitigation of vulnerabilities. • Continuous Monitoring: Develop and implement strategies for ongoing vulnerability monitoring and reporting. Regularly track the progress of vulnerability remediation efforts to ensure compliance with security standards. • Policy and Compliance: Ensure adherence to security policies, industry standards, and regulatory requirements (e.g., NIST, CIS, ISO 27001) concerning network security and vulnerability management. • Documentation and Reporting: Maintain thorough documentation of vulnerability assessments, remediation activities, and risk management processes. Provide regular status reports and executive summaries to senior management and key stakeholders. • Collaboration and Training: Work closely with security architects, network engineers, and other IT teams to ensure that security vulnerabilities are addressed across the network architecture. Provide mentorship and training to junior staff on vulnerability management practices. • Tool Optimization: Continuously evaluate and improve vulnerability management tools and processes. Stay up to date with the latest trends and emerging vulnerabilities in network security.

Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end usersmachine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOPs 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end users machine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Microland Limited is looking for Associate Manager - Cloud & Data Center to join our dynamic team and embark on a rewarding career journey. Team Supervision: Provide leadership, direction, and supervision to a team of employees, ensuring their productivity, performance, and professional development Operational Management: Manage day-to-day operations within the assigned area, ensuring efficiency, adherence to processes, and effective resource allocation Performance Management: Set performance goals, conduct regular performance reviews, and provide feedback and coaching to team members to help them excel in their roles Project Coordination: Oversee projects, initiatives, or tasks within the department, ensuring that deadlines are met and objectives are achieved Communication: Foster effective communication within the team and with other departments, conveying goals, expectations, and updates to ensure alignment Problem-Solving: Address challenges and issues that arise within the team or department, working to find solutions and implement process improvements Budget Management: Contribute to budget planning and management, ensuring that resources are allocated appropriately to achieve departmental goals

Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | Microsoft 365 Certified | Modern Desktop Administrator Associate 1) Field Services Support Engineers primary responsibility is to provide support to an organization s IT systems to help them meet their business goals, this is done by ensuring that all computers and networks operate efficiently with high uptime. 2) As a desktop engineer, you may need to assemble and install client desktop computers and assist the end-user in securing their hardware. 3) This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and network queries 4) To support daily technical support activities for computers & all other end point devices. Update the support ticket with the progress, to set up and test desktop computer peripherals. 5) To perform the system changes adhered to organizational policies. 6) Conduct remote desktop troubleshooting to end user issues. Maintain technical documentation in association with other functional departments 7) Technical Skills a. Windows Operating System: b. Ability to Install and troubleshoot different versions of Windows OS independently. E.g. Windows XP. Windows 7, Windows 10 and Windows 11 c. Understanding of desktop applications and how do they work, installation & uninstallation. d. Understanding of domain setup & ability to add / remove computers to domain. update Group policies. carry out Disk management, Disk Encryption, Wireless configuration. check utilization and availability, ability to perform start up and shut down services by following SOP. deploy gold images on multiple desktops using SOP, Ability to install and configure client applications independently 8) In addition to above, support and perform below activities. a. Exchange and Mobility Clients b. Printer management c. Backup and Recovery d. Audio, Video support e. End Point Security/Patch Management f. Hardware and Networking

Practical knowledge of video conferencing codec Cisco and bridging equipment or equivalent->Hands on experience on the following AV products:->Cisco Telepresence Equipments ->Control and Switching System Crestron, Extron, Lightware.->Programming- AMX, Crestron->Audio System Shure, Beyerdynamic, Biamp, etc. ->Video Display and Videowall Samsung, LG->Projector Christie, Panasonic, Epson.Note: We are hiring for candidates who have experience from 1 to 2.5 years. Only Graduates and who are interested to work in Gurgaon location please share your updated resumes to @divya.arjun@microland.com with below details - Total Experience:Relevant Experience:Current CTC:Expected CTC:Notice Period: