System and Windows Administrator

4 days ago

Pune, India Icertis Full time

We are seeking a proactive and customer-focused IT Support Engineer to manage and resolve daily technical issues, ensuring seamless IT operations across the organization. This role demands strong troubleshooting skills, effective communication, and a commitment to service excellence. Additionally, you will also be given opportunity to own a few technical areas end-to-end based on your interest area and companys requirements.

Key Responsibilities:

  • Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
  • Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
  • Maintain a customer-centric approach in all interactions.
  • Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
  • Provide support via multiple channels—phone, chat, and email.
  • Assist with software installations, driver issues, and system configurations both remotely and onsite.
  • Take full ownership of user-reported issues from initiation to resolution.
  • Maintain regular communication with users regarding issue status and progress.
  • Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
  • 3 to 5 years of proven experience as a System Administrator or in a similar role.
  • Proficient in supporting MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
  • Basic knowledge on networking (DNS, DHCP, IP)
  • Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
  • Familiarity with monitoring and understanding of ticketing tools and ITSM processes.
  • Familiarity with remote desktop applications and help desk software.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Ability to diagnose and resolve IT infrastructure issues effectively.
  • Strong analytical and problem-solving skills with excellent multitasking abilities.
  • Proficiency in office applications, including MS Excel and Word.
  • Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users.
  • Relevant certifications such as MS Certified, ITIL are advantageous.

Occasional after-hours support may be required to address critical incidents or system updates.

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