L1 5 Support professional

18 hours ago

Gurgaon, Haryana, India IDESLABS PRIVATE LIMITED Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Working Mode: Hybrid

PF Detection is mandatory

Job Description:

  • Manage the complete life-cycle of laptop/desktop/VDI environment from provisioning, on-going support, to decommissioning
  • Provide remote and deskside technical support for Windows Desktop OS and Mobile OS, File and , Office365 services (SharePoint, OneDrive, Teams, and Active Directory etc.) and other productivity applications, connectivity (network and security), and antivirus
  • End User Patch & Image Management (installing / reinstalling Standard Images)
  • Packaging & Software Distribution
  • Identify and diagnose issues and problems (L1.5 support services) using SOPs and knowledge-base for applications and infrastructure
  • Align with clients Global EUC team; work closely and provide technical support to other IT teams

Secondary:

  • Monitoring the infrastructure [servers, storage and networking] and databases using native tools and Solarwinds
  • Answer requests raised via telephone, email, chat or portal
  • Categorize and record reported queries in Ticketing tool (ServiceNow) and provide solutions
  • Advise users on appropriate course of action
  • Monitor issues from start to resolution and provide timely customer and internal updates using a computer-based ticketing system (ServiceNow)
  • Escalate, if needed, unresolved problems to a higher level of support (L2 / L3)
  • Asset & License Management
  • Receive, log, and store internal packages
  • Conduct cabinet/cage checks (daily)
  • Perform and document inventory verification/counts
  • Work flexible shift schedules and provide rotational on-call coverage if needed
  • Report to the facility within a specified time for emergency outage assistance
  • Ability to prioritize tasks and work on multiple assignments in a fast-paced and highly challenging environment
  • Other ad-hoc duties assigned by supervisor.

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