Technical Support Engineer L2 @ Kaar Quest

Job Description

PROFESSIONAL SKILLS:

Operating System: Windows Server 2008, Windows 10, Windows 8.1, Windows7, Windows XP.

Network: TCP /IP, DHCP, LAN, WAN. Hardware: Desktop and laptop of HP, Dell, IBM, Lenovo.

Server: VM ware, Server backup, Active Directory Services, Group Policy Objects (GPO), share drive creation in active directory, Citrix.

Cloud : Office365, Azure, Dropbox storage, One drive storage. Experience with ticketing and workflow systems such as service-now and Manage Engine Service Desk.

Job profile:

 1.Provided technical support to end-users, leveraging broad-based expertise to handle problem  identification, diagnosis, resolution, and escalation via help desk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.

2.Managing local and remote location offices.

3.Managing L1 engineer for getting work done.

4.Monitoring tickets and helping to L1 engineers for closure within SLA, Providing resolution on incident and request tickets to L1 engineers for closing within SLA.

5.Help to L1 engineers for improving their performance and productivity.

6.Resolving P1 and P2 level tickets.

7.Managed Mcafee encryption.

8.Provided support and troubleshoot on Dropbox and One drive storage.

9.Vendor management.

10.Weekly review meeting with L1 engineers for escalated issues.

11.Deployment management:Managing and scheduling windows patches, antivirus updation.

12.Coordinating for deployment of new applica

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