Technical Support Executive

Experience : 2+ Years

Location : Ahmedabad ( Gujarat )

Shift Timing : Rotational Shift

Preferred : Immediate to 15 Days

Roles & Responsibilities

1. Provide front line technical support for customers on hosted and managed services and escalate critical issues to Tier II support
2. Establish and maintain contact with customers for request and incident management.
3. Handling Outlook and Mailbox related issues
4. Assist users in connecting Video conferencing applications such as Zoom, WebEx etc.
5. Walk customers through installing applications and computer peripherals
6. Monitor the availability events like storage availability, network and server performance, events, firewall and security logs.
7. Monitor the backups, recovery errors, respond to the request regarding the restoration of the data, database, files
8. Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
9. Installing Operating software, application software, productivity suites or any proprietary software
10. Creating users, security groups, computer accounts, and GPO policies in AD
11. Creating users, security groups in Azure AD
12. Creating email accounts in O365
13. Troubleshoot O365 related issues
14. Acknowledge the request for start / stop services, user creation and grant specific data access to user
15. Perform initial level troubleshooting as per the Standard Operating Procedure for Knowledge base

Skills

• 2+ years of experience in supporting / maintaining Windows and Linux server environments
• Must be proficient and experienced in deploying, configuring, and maintaining Windows 10, 8 & 7 and non-Windows devices and technologies
• Extensive experience working with different operating systems including Windows and Mac OS
• Knowledge of Microsoft Office applications, Office365 applications, anti-virus, mobile devices and other IT systems
• Basic knowledge on Switch, Router and Firewall functionalities
• Should able to analyses / troubleshoot network printer, deskside printer issues
• Should have experience in monitoring the IT Infrastructure for capacity breach
• Should able to configure backup job and fix the failed jobs
• Should able to analyses the logs and provide logical solution
• Ability to work effectively with customers over the phone / remote desktop.
• Familiarity help desk software (e.g. ServiceNow, Freshdesk, JIRA, Track IT)