Title: Helpdesk Technical Support Engineers

Location : Hyderabad, TG, India

No. Of positions : 7

Salary : DOE (Depends on Experience but rate is open)

Experience : 5-8 years

Time Zone : Resource must support the below countries time zones : Kyiv ,Kazakhstan , Cairo , Addis Ababa , Almaty , New Delhi , Bangkok , Beijing , Hong Kong , Jakarta

Job Description :

This role is to provide computer and software-based technical support, systems analysis and administration, and information services in a multi-vendor/multi solution environment. This role is responsible for supporting all IIE Offices around the globe. Duties include break/fix requests, network infrastructure, information security, procurement, vendor management, VOIP, AV technology and special projects to improve the efficiency of IIE Team Members.

The essential functions will include but not limited to the following :

- Setup, configure, and maintain PC hardware, software, and peripherals (phones, printers, etc.) in a multi-vendor (PC/Mac/Chrome) environment.

- Assist engineers with providing third-level support, troubleshooting network and enterprise related issues.

- Research and recommend changes, upgrades, and advancements in technologies that support the Helpdesk and business goals.

- Develop, prepare, test and deploy workstation OS level images.

- Support and perform workstation and computer move when required.

- Assist with ensuring the security of the corporate environment by managing and monitoring access control and anti-virus across different software and hardware packages.

- Ensure all support requests are well documented in the IT ticketing system, from the creation of the ticket to the successful resolution.

- Update, maintain and improve upon the IT knowledge base within the ticketing system.

- Maintain a daily log of work performed and submit reports and other paperwork as required.

- Assist with the creation and maintenance of processes and procedures for supporting cloud-based applications and platforms such as Office 365, Okta, Box, 8x8, etc.

- Coordinates all aspects of daily AV operations and service delivery including scheduling and maintaining operational readiness of the AV equipment.

- Provide level 2 support for Audio/Visual platforms.

- Imaging computers and getting them setup in Intune.

- Deploy IIE approved security measures on all imaged computers.

- Work with manufacturers on laptop repair. Assist with decommissioning equipment.