IT Infrastructure Support

PRIMARY SKILLS
• 5-8 years of call taking profile with core Help Desk Skills 
• Good documentation skills, knowledge on KB articles
• Good Understanding of the Enterprise IT Infra set up
• Good Knowledge on Active Directory.
• Basic understanding of Applications such as Okta, Lotus notes, Salesforce, Minitab 
• 5+ years’ experience supporting wide multiple versions of operating system
• O365 Administration using Office365 Admin Console.
• Strong writing and documentation skills a must including being able to train other Engineers as and when required.
• Good knowledge on trouble shooting email client issues like Outlook.
• Excellent Hardware and software troubleshooting skills
• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
• Fluent in English, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.


DESIRABLE SKILLS
• Able to understand the email flow issues internal & external
• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.). 
• Demonstrate a high level of customer relationship skills which includes email etiquette.
• Good Communication skills, follow up skills, Willingness to work in rotational shifts
• Remote troubleshooting


ROLE AND RESPONSIBILITIES
• Primary contact point for end users - Email and Web Tickets
• Qualify and Open tickets for remediation of events.
• Troubleshooting of tickets before triaging to next level support 
• Triage Tickets to respective teams. 
• Regular updates and follow-up on tickets in the queue
• Follow up tickets till closure. 
• Create Knowledge Base Articles
• Understanding of Basics Hardware accessories/devices and peripherals
• Excellent oral and written communication skills


QUALIFICATIONS AND EDUCATION REQUIREMENTS
• A Bachelor’s / master’s degree in computer engineering, Information Technology
• Knowledge and experience using OS
• Working knowledge of MS Office (PPT, Excel, Word)