System Administrator / Helpdesk US support

Advanced Knowledge of atleast 2-3 years in ConnectWise Automate and ConnectWise Manage.

Location- Work from Home(remote) Delhi NCR, Bengaluru, Chennai, Pune, Kolkata, Ahmedabad, Mumbai, Hyderabad

Key Responsibilities:

• Helpdesk Support

  :
• Provide Tier 1 and Tier 2 technical support for internal users (via phone, email, and remote support tools) for hardware, software, and networking issues.
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
• Document and track user issues, ensuring timely follow-up and resolution.
• Assist users with IT-related inquiries, and escalate unresolved issues to higher-tier support when necessary.

• System Administration

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• Maintain and monitor servers, networks, and IT infrastructure to ensure reliable and secure operations.
• Perform regular system updates, patches, and backups on servers and workstations.
• Administer user accounts, permissions, and security settings across various systems and platforms.
• Support and maintain Active Directory, email systems (e.g., Microsoft Exchange), and other critical enterprise applications.

• Network Administration

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• Monitor network performance and troubleshoot network issues, ensuring consistent connectivity across systems and remote workers.
• Configure and manage VPN, firewalls, and other network security protocols.

• Documentation and Reporting

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• Create and maintain detailed documentation for IT systems, user manuals, and troubleshooting guides.
• Assist in generating reports related to IT system performance and usage metrics.

• Security and Compliance

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• Implement and maintain IT security measures, including antivirus solutions, encryption, and access control policies.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

Fluent in US English

Worked with US clients over both voice and message