IT Operations Support

4 days ago

Pune, India Avercast Infotech Full time

**About the Position**:
The Helpdesk Technician position is responsible for the help desk ticket triage and day-to-day tier 1 Desktop and Application support of our organization in the US and India. The position will report to our IT Operations Team Lead.

Daily activities will be driven primarily by requests submitted by internal employees or our internal monitoring systems so this individual must be able to triage concurrent incoming requests to ensure the tickets are addressed according to business priority and/or are routed to the appropriate teams for resolution. Timelines must be met and unresolvable issues must be escalated and followed up on till completion.

**Responsibilities**:

- Solve or Triage service desk tickets mainly related to job failures, incidents and user desktop support
- Operation tasks inside of Amazon Web Services (AWS) and Microsoft Azure
- Manage security incidents using a combination of tools like Office 365, Mimecast and Manage Engine
- Create effective documentation on processes and issue resolution

**Required Skills/experience**:

- Proficient with desktop support issues related Windows 10/11, Office 365, Teams, and laptop hardware support, especially with remote access users
- Active Directory user management
- Basic shell scripting experience in a language (e.g., DOS CMD, Powershell, Bash, Python)
- Basic SQL database querying and object understanding
- Excellent troubleshooting skills, self-starter
- Ability to find, research, and propose solutions to complex issues without guidance or direction
- Min 2 years of technical experience in a corporate IT environment
- Ability to adapt and learn new technology changes in our infrastructure
- Ability to collaborate across teams within the organization

**Ideal Skills/experience**:

- Basic understanding of Azure resources for job failure purposes (Data Factory, Azure Monitor Alerts, Logic Apps, virtual machines)
- Basic understanding of AWS resources for job failure purposes (AWS CloudWatch, EC2 instances, Redshift SQL)
- Basic understanding of SQL Server on-premise, Azure SQL Server, Azure SQL Elastic pools and Analysis Services administration
- Experience with automating device patching (e.g., Manage Engine)
- SQL Server Integration Services experience with deploying packages
- Knowledge of best practices surrounding Windows OS Security

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