Technical Support

Who We Are At Kyndryl we design build manage and modernize the mission-critical technology systems that the world depends on every day So why work at Kyndryl We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable inclusive world for our employees our customers and our communities The Role Are you ready to embark on a technical adventure and become a hero to our external and internal users As Technical Support at Kyndryl you ll be part of an elite team that provides exceptional technical assistance enabling our clients to achieve their desired business outcomes You ll be a troubleshooter extraordinaire diagnosing and repairing complex equipment software and systems with ease Nothing will be too challenging for you to solve as you respond to escalated issues report critical design flaws reliability and maintenance problems and bugs Key Responsibilities Working on escalated tickets and available 24 7 for on-call support Setup and maintenance of new infrastructure for Windows 2012 Windows 2016 Servers Windows Server 2019 Domain Controllers DNS Servers DHCP Servers File Servers DFS Install configure and manage multi-node clusters for applications MS SQL and Exchange Coordinate with appropriate teams for call resolution for high severity or escalated calls Troubleshoot escalated issues to higher-ups Implementing best practices Recovery of OS Hardware to a consistent state Taking ownership of virus outbreaks and security incidents management Liaison with customers for complex technical issues and capacity planning Maintenance and upgrade of patching applications and reporting systems 3rd party vendor coordination and handling escalation Attend and actively participate in management meetings client meetings and workshops Delegate tasks to subordinate teams and follow up to ensure completion Documentation of best practices Review of KEDB and SOP Problem management and RCA Identifying problem areas and doing trending and recommendations Responsible for reviewing and updating RCA documents for Severity 1 Severity 2 calls Problem escalation and progress monitoring Review of historic incidents to discover regularly repeating incidents Handling of problems related to historic incidents Problem record creation for RCA analysis of Sev1 incidents Hardware and software vendor escalation for problem record resolution You ll be the go-to person for our customers who require assistance with highly technical or sophisticated products as well as for customer installations and training With your passion for technology you ll provide world-class support that exceeds customer expectations As Technical Support you ll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers issues are resolved efficiently and effectively You ll also have the opportunity to perform installs moves adds and changes IMAC activities as well as data backup and restore on certain accounts for clients ensuring that all related administrative duties are completed within Service Level Agreement objectives You will develop a deep understanding of the local and regional infrastructure as well as key contacts in other competencies which will enable you to ensure that the proper team is aware of - and taking action on the problem If you re a technical wizard a customer service superstar and have an unquenchable thirst for knowledge we want you to join our team Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development As Technical Support at Kyndryl you ll receive an extensive and diverse set of technical trainings including cloud technology and free certifications to enhance your skills and expertise You ll have the opportunity to pursue a career in advanced technical roles and beyond - taking your future to the next level With Kyndryl the sky s the limit Who You Are You re good at what you do and possess the required experience to prove it However equally as important - you have a growth mindset keen to drive your own personal and professional development You are customer-focused - someone who prioritizes customer success in their work And finally you re open and borderless - naturally inclusive in your work with others Required Technical and Professional Expertise 10 years of hands-on experience in troubleshooting Microsoft Windows Server Active Directory DNS Services DHCP FTP and Azure AD Connector Knowledge of VMware Infrastructure Any Microsoft Certification Understand the lifecycle of infrastructure projects Design Implement Transition and Operation In-depth understanding of Windows architecture and troubleshooting experience with the ability to analyze technical problems to prevent future occurrences Hands-on experience in troubleshooting multi-node clusters with MSSQL across multiple sites Experience in Azure ADFS and Azure cloud IaaS PaaS Technical leadership and internal training capabilities Proactive problem management and RCA Root Cause Analysis Trend analysis of issues and corrective actions Forecasting and recommendation for capacity like disk memory CPU etc Preferred Technical and Professional Experience Azure Certified VMware Certified Knowledge on Nutanix Being You Diversity is a whole lot more than what we look like or where we come from it s how we think and who we are We welcome people of all cultures backgrounds and experiences But we re not doing it single-handily Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work individually and collectively and support the activation of our equitable culture That s the Kyndryl Way What You Can Expect With state-of-the-art resources and Fortune 100 clients every day is an opportunity to innovate build new capabilities new relationships new processes and new value Kyndryl cares about your well-being and prides itself on offering benefits that give you choice reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey Our employee learning programs give you access to the best learning in the industry to receive certifications including Microsoft Google Amazon Skillsoft and many more Through our company-wide volunteering and giving platform you can donate start fundraisers volunteer and search over 2 million non-profit organizations At Kyndryl we invest heavily in you we want you to succeed so that together we will all succeed Get Referred If you know someone that works at Kyndryl when asked How Did You Hear About Us during the application process select Employee Referral and enter your contact s Kyndryl email address