Desktop/Helpdesk Support-JAMF

6 months ago

Bengaluru, India Guidewire Full time

Skills and Experience

4+ years in Desktop Support with solid hands on experience with a variety of operating systems, primarily Microsoft Windows 10 & 11 and Apple OS XMust have hands on experience with JAMFAbility to work in rotational shifts ( India, Australia , Europe or USA)Hands-On experience on Active Directory, Active Sync, Exchange, Apple support. Understanding of network protocols and exposure to VPN and Network Access Control troubleshootingExperience supporting applications such as: Google workspace Suite, Zscaler, Zoom, Slack, Okta, ServiceNowVIP/Executive Management support experience requiredExperience in creating easy to use end user and technical support documentation in MS Office/Google Doc, SharePoint, and ConfluenceKnowledge of remote deployment tools such as: SCCM, JAMF, Autopilot and IntuneA fundamental understanding of virtual environments, utilizing such tools as VMWare & AWS WorkspaceAptitude for understanding and troubleshooting hardware and software problems and ability to determine user needsKnowledge and experience with remote troubleshooting; able to troubleshoot without seeing the systemExcellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturityStrong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of workWillingness and ability to work flexible hours, and on-call rotation is requiredBe a team player. Ability and desire to share knowledge with members of the teamPhysical ability to lift and install equipment (computers and peripherals) in and around desks and small places.

Roles and Responsibilities

Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as neededPrioritize, schedule and update incidents and requests, as well as escalate incidents outside the HelpDesk to the appropriate IT teams when requiredProvide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and proceduresProvide meeting support with Audio Visual, Audio, and Video Conferencing equipment and servicesInitiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunitiesProvide end user training on various services and systemsParticipate in weekly operational meetingsParticipate in assigned IT Projects

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