IT Support Specialist

3 days ago

Gurgaon, Haryana, India HARCEPT IT Services Pvt. Ltd. Full time

About Harcept IT Services Pvt. Ltd.

Harcept provides cutting-edge IT services to small and mid-sized businesses, revolutionizing the way they manage their technology needs.

We pride ourselves on offering centralized support capabilities at a fraction of the cost to our customers, ensuring their IT systems operate smoothly and efficiently.

Job Overview

The Helpdesk Technician II is the frontline support for our clients, delivering prompt and effective assistance to resolve technical issues and support requests.

Primary responsibilities include providing remote technical support via phone, email, or chat, addressing a wide range of IT-related issues including hardware and software troubleshooting, network connectivity problems, and system configurations.

By leveraging technical expertise and customer service skills, this role plays a vital part in ensuring our clients' IT systems operate smoothly and efficiently, contributing to their overall satisfaction and success.

Key Responsibilities

  • Communicate efficiently: Handle client inquiries by identifying probable causes of issues, educating them about the issue and course of actions to be taken. Keep customers informed about available options and communicate internally within the team to work out a solution with minimal delay.
  • Troubleshoot LoB apps: Identify and troubleshoot various custom applications utilized for client operations and tasks such as centralization, backup, vulnerability scans, and data recovery to enhance IT operations.
  • Analyze and Resolve Issues: Evaluate complex IT business needs presented through tickets, research through available resources efficiently, and recommend effective technical solutions. Troubleshoot and resolve both basic and complex IT malfunctions, implementing appropriate solutions to address and rectify issues effectively.
  • Prioritize Tasks: Quickly prioritize tasks based on their impact on business operations, taking urgent action to minimize downtime during high-severity incidents such as server failures or widespread outages.
  • Documentation and Coordination: Document LAN activities, including backups, maintenance, server upgrades, and patching. Coordinate tasks and focus on troubleshooting and resolving backup tickets to ensure smooth network operations.
  • Troubleshoot Networking Tickets: Understand and troubleshoot client's network infrastructure tickets, including internet troubleshooting, VPN solutions, firewall systems, and office WiFi connectivity to ensure secured and optimized network performance.
  • Cloud Platform Networking Tickets: Have a basic understanding of software-based network connectivity on cloud platforms like Azure and AWS, collaborating on NOC tickets.
  • COTS Product Troubleshooting: Work with multiple commercial off-the-shelf (COTS) products, such as SentinelOne, Threat Locker, N-able, and DUO, ensuring their effective utilization and troubleshooting when needed.
  • Operating System (OS) Troubleshooting: Troubleshoot Server and Client OS issues, including disk and storage tickets, backup issues, OS performance issues, app crashes, and related causes like driver issues, hardware failures, or software conflicts on server OS like WS 2012/2012 R2, 2016, 2019, 2022 and client OS and builds of Windows 8, 8.1, 10, and 11.
  • Application Crash Analysis: Quickly identify the crashed application and gather error details and recent user actions. Utilize event logs and task manager for diagnostics, attempting restarts or updates to build an root cause analysis; escalate tickets through prescribed channels within the teams, if issues persist or require advanced support.
  • Microsoft 365 Troubleshooting: Troubleshoot basic M365 environments, ensuring optimal performance and resolving issues efficiently.
  • Fortinet VPN Troubleshooting: Hands-on troubleshooting experience on Forticlient EMS and MFA.

Qualifications and Skills

  • Hands-on experience in helpdesk tickets, including troubleshooting Server Infrastructure tickets, Windows OS, and LoB apps issues.
  • Technical proficiency in multiple areas, including security, networking, server administration, and hardware.
  • Strong customer-facing interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users, timely updating them about deadlines and course of actions.
  • Proficiency in Microsoft Office 365 and Intune management is preferred.
  • Understanding of Active Directory Group Policy Objects (GPOs), desktop support, and troubleshooting.
  • Security-conscious mindset with a focus on ensuring data and network security.
  • Continuous Learning: Maintain a willingness to learn attitude, staying up-to-date with the latest IT skills and technologies to provide top-notch support.

Education and Experience Requirements

  • At least 2-3 years of relevant experience in a related field, preferably in a Managed Services Provider (MSP) environment, professional services, and/or industry.
  • Microsoft certification (e.g., Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Modern Desktop Administrator Associate) is preferred.
  • A relevant Fortinet NSE certification is preferred.

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