Digital Workplace Services

3 days ago

Pune Maharashtra, India Zensar Technologies Full time

**RESPONSIBILITIES**

Responsibilities for this role include, but are not limited to:

- Create, deploy, monitor, and troubleshoot software installs\deployments\updates.
- Maintain, deploy and troubleshoot Group Policy changes at the Enterprise level.
- Provide primary level 3 support to Deskside Support Teams.
- Troubleshoot VMware VDI machine deployments for Windows devices.
- Troubleshoot image deployments for Windows devices.
- Troubleshoot Autopilot image deployments for Windows Laptop devices.
- Performance analysis of Windows devices, both physical and virtual.
- Building queries, data gathering and reporting to aid support and maintenance of the end user computing environment.
- Ensure adherence to established IT standards and processes while proactively highlighting opportunities for improvement.
- Ensure documentation for processes and procedures are created and maintained.
- Advocate for the end user and proactively manage risk, impact and user experience.
- Ensure all issues are logged appropriately and escalated as necessary using the Incident and Problem management process.
- Communicate clearly with stakeholders to ensure they are kept up to date with progress on open issues, and follow-up on all open and pending issues.
- Escalate issues to the wider support teams, vendors and team leaders as necessary.
- Identify persistent problems and work with wider teams to resolve them.
- Provide training and guidance on best practices to our user community.
- Look for service improvement and ticket reduction opportunities.Ensure controls and policies are always adhered to.

**QUALIFICATIONS & EXPERIENCE**
- Previous experience working in an IT support role
- Experience of Microsoft Endpoint Configuration Manager (SCCM) Software\Image\Patch deployment and troubleshooting.
- Experience of Microsoft Intune and Autopilot.
- Excellent knowledge of MS Windows10 and 11, O365.
- Knowledge of Active Directory, Group Policy, TCP/IP, DNS and DHCP.
- PowerShell scripting experience.
- VMware vSphere and Horizon experience.
- Demonstrated ownership of Level 3 desktop support issues, while working closely with Levels 1&2, other internal teams and 3rd Party vendor support.
- Solid communications skills for documentation and knowledge transfer upon problem resolution.
- Ability to work independently without intensive oversight.
- Experience in working with global teams.
- Strong interpersonal skills.
- Positive, team centric attitude.
- Organized.
- Committed to continual improvement.

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