Exp : 6 to 12 Years

Additional skillset to be checked : Dynamics Point of Sale support, Mac/iOS support and Google Workspace

Job Title : Technical Support L2 /Help Desk Support L2

Location : Hyderabad (Hybrid )

Working days : Wednesday to Sunday

Shift : 2 :30 AM to 11 :30 AM (shift allowance is applicable)

About the Role :

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential.

Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. Youll find an environment that inspires and empowers you to thrive both personally and professionally.

Responsibilities :

- Provide phone and email technical support for end-users to resolve any hardware or software issues

- Technicians will be in a phone queue answering calls from clients during peak hours

- Support and troubleshoot workstations, servers and network related issues

- Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients

- Monitor and troubleshoot client backups

- Escalate client issues through the proper channels

- Manage cases according to defined case impact and priority

- Maintain client security standards and confidentiality of information

- Clearly document support issues and all resolution steps in RSMs ticketing system

- Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption

- Update cases and communicate with clients as required until issue is closed

Required Qualifications :

- 5-8 years of experience working on a technical helpdesk or IT related role or equivalent network administration role.

Preferred Qualifications :

- Degree or Certification in IT related field

- Min 5 years of experience with Windows 10, Windows Server, virtualization, server management (Physical, Virtualization : VMWare, Hyper-V) - Basic Troubleshooting / Knowledge, Storage & Network - Basic Troubleshooting / Knowledge. Laptop, Desktop, Printer, VPN, Outlook, SharePoint Basic troubleshooting.

- Phone Calls Handling Skills (International Clients) with excellent Communication Skills

- Familiar with IT service management tools and processes

- Active Directory & M365 Administration.

- Experience in large, complex environments with multiple locations

- Worked in Service Desk / Help Desk / Internal IT Environment

- ITIL Certification, preferred.

- ServiceNow Ticketing Tool

- Azure Active Directory

- Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required.

- Fundamental understanding of TCP/IP Networking

- Experience with VMWare ESX hosts and vSphere Client for administration

- Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.