Service Desk Tier 2

1 week ago

Hyderabad Telangana, India RSM Full time

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. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

** Responsibilities**:

- 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 RSM’s 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**:

- 1-2 years of experience working on a technical helpdesk or IT related role or equivalent network administration role.

**Preferred Qualifications**:

- Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
- Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
- Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
- Fundamental understanding of TCP/IP Networking
- Experience with firewalls, such as Cisco, SonicWALL and Meraki
- Experience with VMWare ESX hosts and vSphere Client for administration
- Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.
- Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN
- Experience with Apple Hardware and MAC OS X
- Experience with enterprise mobile devices

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