Position Details Desktop Support Engineers

Job Description

Looking for 3 resources for Desktop Support role with 3-5 years of experienceWe need 2 personnel for 1.0 Role - Where role is 100% help desk virtual support.And need 1 personnel required for 1.5 Role - where role is 40% physical hardware support and 60% help desk virtual support.Also few mandate specifications for these profiles - Immediate joiners, Good communication, Experience of Desktop support US clients, hands-on on Citrix platform,Location - Noida (will be operating out of client location in Noida)Notice - Immediate JoinersKey Job Responsibilities for 1.0 Role (2 personnel required)*:*role is 100% help desk virtual support.

• Troubleshoot, monitor, and update the internal ticketing system for assigned tickets and assigned locations and/or projects.
• Providing end to end support and troubleshooting of Windows 10 Operating System installations, upgrade, support. The position provides exposure to a broad range of IT-related projects and activities
• Troubleshoot basic network connectivity issues and basic application issues
• Password reset for Active Directory domain and Azure AD
• Proficient understanding and utilization of Okta 2FA, Ring Central, Jabber.
• Manage time efficiently to ensure SLAs are met
• Support both Windows OS physical desktop and virtual Citrix connections.
• Fulfil project-related tasks as assigned by the supervisor.
• Disseminate technical knowledge via ticketing system, conference calls and written documentation within ticketing system.
• Working during India morning shift (US day work hours shift), may be required to move to other shifts as workloads demand.
• Promote and adhere to departmental and organizational information security policies, standards, and procedures.

Key Job Responsibilities for 1.5 Role (1 personnel required)*:*role is 40% physical hardware support and 60% help desk virtual support.

• Troubleshoot, monitor, and update the internal ticketing system for assigned tickets and assigned locations and/or projects.
• Providing end to end support in Operating System installations, upgrade, support and troubleshooting Enterprise applications plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities
• Proficient troubleshooting knowledge of desktop and laptop hardware.
• Proficient in imaging technologies.
• Manage time efficiently to ensure SLAs are met
• Support both Windows OS (Desktop and server) and Citrix.
• Troubleshoot basic network connectivity issues and basic application issues
• Password reset for Active Directory domain and Azure AD
• Proficient understanding and utilization of Okta 2FA, Ring Central, Jabber.
• Manage time efficiently to ensure SLAs are met
• Support both Windows OS physical desktop and virtual Citrix connections.
• Manage the breakdown, relocation, and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by the supervisor.
• Fulfil project-related tasks as assigned by the supervisor.
• Disseminate technical knowledge via ticketing system, conference calls and written documentation.
• Working during India morning shift (US day work hours shift)
• Must be willing and able to alter shift schedule as user support demands change or technical projects require. This may require evening or night shift work for various lengths of time.
• Promote and adhere to departmental and organizational information security policies, standards, and procedures.

Minimum Qualifications:

• Bachelor s Degree with a focus on Technology fields
• 3 to 5 years of Desktop support experience and minimum 1.5 or more min years of manging customers from Americas.
• Should have good communication skills and customer-oriented approach, strong customer service skills and proficient in both English written and oral communications.
• Have working experience on Citrix, Active directory, Domain account creation, and understanding of Server Roles, Domain Nomenclature, User rights administration, PCI, HIPAA
• Willing to work 24/7 in shifts

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Keyskills :
desktop supportcustomer servicemicrosoft outlooklanwindows ostroubleshootingnetworkinguser supportwindows 10site relocationoperating systems