L1 5 Support professional
3 days ago
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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