IT Systems Administrator - Technical Support

Job Summary : The IT Systems Administrator is part a global team that provides first and second level support for technical infrastructure, including laptops running Windows OS, mobile devices, end-user applications, and services. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and IT services, troubleshooting problem areas in a timely and accurate fashion, and providing end-user assistance where required. The ideal candidate has at least 5 years of experience in an IT systems administration function in a global company in the retail or technology sector, is passionate about providing service, maintains a profession, and is pleasant using proper customer service skills. It may require some on-call support and off-hours maintenance work. Responsibilities : - Ensure end-to-end user experience and provides a single point of contact for users' incidents and requests. - Provide white glove support experience for senior management. - Provide timely resolution or escalation, communicating progress promptly, and handling customers with a professional attitude. - Log and track incidents and requests and follow up with other resources to ensure incidents are resolved, and requests are fulfilled. - Perform analysis, diagnosis, and resolution of complex problems for end-users, and recommend and implement corrective solutions. - Install, configure, test, maintain, monitor, and troubleshoot users' workstations and related hardware and software to deliver required service levels. - Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility. - Document resolutions and update self-help and knowledge bases. - Procure hardware and software, and conduct assets management processes. - Liaise with third-party support and equipment, software, and service vendors. - Provide after-hours support as needed. - Adheres to IT and company policies and follows procedures. - Perform other duties as : - 5 years of experience in an IT Support position in a medium-large company environment. - Associate/Bachelor Degree (B.S) from a four-year college or university with an emphasis in Computer Sciences, Information Systems or equivalent. - Superior customer service skills in dealing with employees at all levels, including executives. - Familiar with IT Service Management and ticketing tools. - Experience with ServiceNow is preferable. - Extensive computer equipment support experience with PC and Mac computers and mobile devices iOS/Android. - Hands-on hardware troubleshooting experience. - Technical knowledge of current protocols, operating systems, and standards, including Windows OS, MacOS, MS Office, and other productivity tools. - Hands-on working knowledge with collaboration tools (Zoom, Box, Slack, etc.) and Active Directory/Office 365 administration, including IAM tools such as Okta. - Ability to manage and support meeting conferencing, AV, and VoIP systems. - Good knowledge of security tools such as MDM/UEM, endpoint protection, internet security, endpoint encryption, patch management, VPN, events logging, and anti-phishing/spam techniques. - Ability to conduct research into issues and products as required. - Strong written and oral communication skills. - Ability to present ideas in user-friendly language. - Effective interpersonal skills. - Analytical and problem-solving abilities, with keen attention to detail. - Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure and fast environment. - Experience working in a team-oriented, collaborative environment. - Good understanding of core information technologies, servers, networking, DNS, email, TCP/IP. - Certifications are desirable in A, Network, Security concepts, and IT Service Management frameworks. (ref:hirist.tech)

Location: ahmedabad, IN

Posted Date: 10/10/2024