Job Description:
Level 1
· Provide Level 1 onsite EUC support
· Provide day to day IT support for end users includes:
· Email application services and functionality (Outlook)
· Microsoft Office desktop application support
· Printing related issues
· Printer hardware troubleshooting
· Wireless and network connectivity on end user laptop/desktop
· OS level support for end users laptop/desktop
· End user laptop/desktop hardware troubleshooting
· VPN Support
· Conferencing applications support ( Zoom, Microsoft Teams)
· Basic Audio Visual event support and setup (projector, sound system,camera)
· Escalation of hardware related issues to respective vendors/manufacturers
· Escalation of software related issues of corporate approved applications and software to respective vendors/manufacturers
· Onboarding and offboarding of users based on company policy and compliance process
· Upkeep of IT Asset inventory includes documentation (if any)
· New user onboarding includes:
· Preparation of laptop/desktop which includes imaging, staging and provisioning based on provided master images
· Creation of new AD accounts according to requirements
· Creation of email accounts on Exchange Server/O365
· Provisioning of shared mailbox access according to requirements
· Setup of email accounts on provisioned laptops/desktops
· Provisioning of access to shared drives/folders according to requirements
· Mapping of shared drives/folders to provisioned laptops/desktops
· Installation and deployment of antivirus application to provisioned laptops/desktops
· Provisioning and coordination of telephony services with telephony vendor
· Deployment of provisioned laptops/desktops to new users
· Provisioning of door access cards with relevant access permissions
· Installation of applications based on onboarding checklist to be provided by customer
· Escalation and coordination with 3rd party hardware vendors and partners
Level 2
· Level 2 technical support of Domain Controllers, DNS, DHCP, Exchange/Office365,Print and Web servers related issues
· Limited to OS level and Windows Servers roles and services only
· Monitoring and troubleshooting of hyperconverged infrastructure (Nutanix)
· Creation and decommissioning of email accounts in Exchange Servers/Office365
· Creation and decommissioning of user accounts and computer objects in Active Directory
· Systems (server/endpoint) and user data backup
· Email Security gateway support (if required)
Requirements:
· Possess minimum Diploma or equivalent qualification.
· Have minimum 1 year of IT support experience, preferable to be in IT System Integrator or Managed Service Provider environment.
· Excellent trouble shooting skills.
· Excellent interpersonal and communication skills, high adaptability and positive attitude.
· Good team player.
· Excellent customer service skills
· Self-motivated to learn and pick up technology.