Infrastructure Technician

**Job Description and Qualifications**

**__**

Provides customer with client computing technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Responsible for the support of the centralized Air Products client computing environment around the world, but specifically for the Asia Region. Will directly interact with end user either remotely or onsite.
- Purpose
- The Desktop Tech Support team is responsible for the second/third level support of the Air Products PC environment with a focus on the Client Desktop (i.e. PC Operating Systems, including virtual, and Applications), Messaging, Network and Remote Connectivity, Viruses/Security, Network Printing, and Software Distribution. Other responsibilities, as needed, could include working with Engineering teams to provide additional testing, training, troubleshooting and problem resolution, participation in teams to resolve infrastructure related problems, providing consultation, testing, piloting, training and documentation for the support teams.
- Nature and Scope
- The Desktop Tech Support team is part of Global IT Infrastructure Operations Organization, serving as an integral part of the IT Support chain. The team provides level 2/3 support for issues related to the end-user computing experience.**_PRINCIPAL ACCOUNTABILITIES_**
- A significant portion of the job responsibility revolves around the operational support of the client technologies with a focus on enterprise client computing environment (PC Operating System, Microsoft Office 365, Client Network, Client Security Components, Printing, etc.).
- Partnership with regional and global Technical Support teams and Engineering teams on incident troubleshooting, problem investigation & root cause analysis, project execution that includes client related testing, training and documentation.
- Provide training and consultation for the Level 1 help desk agents.
- Provide Executive or VIP support
- ** Cover prime-time (Business) hours from Monday through Friday (local time) and on-call support for urgent situations on non-prime-time hours, weekends and holidays**.
- Communications, research, troubleshooting, testing, documentation, deployment management.

**_ JOB REQUIREMENTS_**
- Bachelor’s degree in computer science or an engineering discipline, or equivalent work experience
- 5+ years of IT Infrastructure client/desktop support experience, 2+ years of Executive / VIP Support
- Excellent verbal and written communication skills, especially in English. Additional language skills preferred, but not required
- Technical support experience working with global teams in MNC companies will be preferred
- Strong problem solving and customer service skills
- Executive or VIP support experience is required
- Strong client technical support skills on

**Must have**:

- Windows 10 Supporting and Troubleshooting
- Office 365 (Outlook/Exchange, Office Apps, Skype for Business, Teams, OneDrive)
- Client Network (Client VPN Software Support, TCP/IP knowledge including IP Subnet, DNS)

**Familiarity with the following technologies or tools is preferred**:

- SCCM (Broken Client and Software Distribution Failure Troubleshooting skills)
- Client Security:

- Windows Defender
- Cisco AMP
- File/Disk Encryption like EFS (Encrypting File System) or BitLocker
- NAC (Network Admission Control)
- Zscaler URL filtering
- Microsoft Active Directory (2008/2012)
- Printing - Enterprise Network Printer Management and troubleshooting
- MDM (Mobile Device Management) - Microsoft Intune
- PowerShell Scripting
- Knowledge on PC Builds, Asset management
- Any of below certified skills will be a plus:
MCSA - Windows 10 (70-697 & 70-698), Microsoft 365 Certified Modern Desktop Administrator (MD-100 & MD-101), CCNA or other similar certified skills.
- ITIL foundation certified will be preferred.
- Excellent interpersonal skills with the ability and willingness to participate in, and contribute to, a team environment, including pager coverage
- Self-motivated, self-starter

**Req No.**
- 41102BR

**Employment Status**
- Full Time

**Organization**
- Corporate

**Business Sector / Division**
- Digital Technology

**Region**
- India

**Country**
- India