Sr. IT Engineer

7 - 9 years

12 - 16 Lacs

Posted:2 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

We are seeking a highly skilled IT Support Specialist to join our dynamic team. The ideal candidate will possess a robust knowledge of IT support best practices and a broad technical skill set, including expertise with Freshservice, Zendesk, Windows, macOS, Linux VM, and various endpoint management tools. This role requires a proactive individual who can manage and support IT infrastructure in a global organization with office sizes ranging from 10 to 1000 employees.

Support: L3

Mandatory Skills:

Roles & Responsibilities:

  • Experience in managing enterprise IT Infrastructure systems, provide end-user support remotely for global across different geographical regions.
  • Willing to work in shifts to provide 24x7 support
  • Acknowledge, respond and resolve support tickets/requests raise by clients as per the SLAs.
  • Provide RCA (root cause analysis) for incidents and problems as appropriate.
  • Work on project assignments, initiate projects that enhance the quality or efficiency of enterprises IT Infrastructure systems and services.
  • Create necessary documentation which include but not limited to SOPs (standard operating procedures), How-Tos, Knowledgebase
  • Exceptional communication skills required. Capable of communicating clearly and effectively, verbally and in writing, with technical and non-technical audiences.
  • Handle escalations as needed to ensure appropriate follow through.

Requirements

  • Bachelor's degree in computer science or a related field
  • Over 8 years of experience managing Enterprise IT Infrastructure support and End-user support
  • Proven experience with Freshservice or Zendesk.
  • Strong knowledge of Windows 10, 11, and macOS.
  • Experience with laptops running Linux VMs on Windows and macOS.
  • Expertise in endpoint management using UEM tools such as Venn or Microsoft Intune.
  • Proficiency in Microsoft Autopilot for managing and deploying devices.
  • In-depth experience with Microsoft Office 365 tools, including Entra and SSO integration.
  • Familiarity with collaboration platforms like Teams, Slack, and Zoom.
  • Hands-on experience with AWS and Azure cloud services. Advanced PowerShell scripting skills.
  • Knowledge of enterprise business applications such as Salesforce, Zapier, monday.com, and Workato.
  • Experience in establishing and managing SLAs.

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