Technical Skill Sets:Essential:Good understanding of Windows 11 enterprise environment and UI (User profile, email configuration, Appl installing)2-4 year’s hands-on experience with office productivity tools like Word, Excel, PowerPoint and OutlookBasic understanding of MS networking setup and configuration for PCs (DHCP, DNS, IP configuration)1-2 years’ experience of managing Active Directory environment (Password reset, User profile changes, Apps/Patch distribution WSUS, SMS etc.)1-2 years’ experience with international service desk and remote support tools (RDP, GTA, PCAnywhere etc.)Basic knowledge of ITIL framework (V3.0 foundation would be added advantage)Clear understanding of Network and Server fundamentals.Logical frame of mind to articulate and troubleshoot new issues.Preferred:Experience in supporting enterprise applications like Oracle EBS will be added advantageKnowledge of installing and support of Studio.Net, Visio would be added advantageWorking with ServiceNowWorking with Mac OSBehavioral Skill SetsExcellent verbal and written communicationAbility to execute assigned tasks independently and work as team playerAbility to follow work process completely and correctlyDocument and enhance efficiency and user experience for work processesResponsibilities:Attending IT service desk calls and following appropriate proceduresProviding Level – 1 & 2 technical support around Windows, Office, VPN, Telephony, Server infrastructure, Enterprise applications etc.Follow and create knowledge articles to document resolutions.Proactively monitor key parts of infrastructure and provide initial troubleshooting support.Ensure user satisfactionWorking in 24x7 Environment.
