Remote Support Engineer

Replacement of Anjali Gupta/R 15269 /17th June. On-site support, and support for Remote sites and work-from-home computing Diagnosing, verifying, recording and reporting downtime and providing immediate notification for all incidents Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed Re-installation of the anti-virus packages corrupted or deleted by the users Installation / Reinstallation of mail client software on users desktops/Laptops Install / configure/update e-mail software at client site. Configuration of clients PC Day to day troubleshooting activities Help in upgrade the version of Mailing software Onsite filed support -End user device h/w, and desktop software distribution Trouble shooting Ms Outlook and VPN related issue. Troubleshoot client software and basic network connectivity problems. Troubleshoot client software and basic network connectivity problems. Helping Users to Upstate the version of mailing software like Ms Outlook and Ms Office Package. Onboarding new users in Active Directory, Update user information in Active Directory, Password reset, User account unlocked related issue. Installation, configuration and troubleshooting mailing client s application, Office 365. Respond to requests for technical assistance by phone, email, chat or using the Service desk management system. Troubleshoots software and/or hardware issues/failures. Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated Provide SOP based first level resolutions Ticket creation / Categorization / Prioritization Ability to identify and organize tickets according to priority and forward tickets to Field Engineers (L2) Incident resolution and Ticket closure Worked with VIP User support on Priority basis. Installation and troubleshooting of anti-virus, like Symantec, MacAfee. Troubleshooting of Desktop, Domain, and Internet related issue. Worked on Service Now to Manage, Service request, Change base management, Incident related issue on priority basis. Support to End user via MS team or Skype, Zoom, technical related issue like (internet or intranet application issue).. Good Knowledge of DHCP & DNS.