IT Helpdesk L1 @ Terralogic Software

Job Description

Helpdesk Engineer 

The IT Help Desk Engineer must have demonstrable hands-on hardware, software, and O/S support for both Windows and MAC experience (including installation, configuration, and troubleshooting) with exposure to a wide variety of products, issues, and customers types. The candidate must have an excellent understanding of desktop troubleshooting (both hardware and software) and a demonstrated willingness to learn and support new technology. The candidate must possess superior technical aptitude, written and oral communications skills, and the ability to communicate effectively with people in a wide variety of situations. Additionally, they must possess strong analytical skills with demonstrated problem-solving ability. Previous experience exercising high levels of initiative, judgment, and diplomacy will be a plus.

Duties and Responsibilities:

An ideal candidate with 1 to 4 years of experience in

• Windows 10 and Mac environments should be able to take care of all the user-reported issues and troubleshoot OS / Windows applications such as office suite, VPN application, and generic Windows /Mac software.
• Provisioning the user's laptop and configuring the email accounts.
• Experience in the office365 environment and provisioning accounts.
• Single sign-on experience is an added advantage.
• User support on Line of Business Applications like Office 365, Box, Zoom, Microsoft AD
• Tracking of service requests/incidents by entering data into the service desk system and ensuring response, work commitment and resolve times are within SLA guidelines (entire life cycle)
• Perform initial response to end-user on-site, via telephone, email, chat, or the web. The response must be fast, knowledgeable, and professional
• Perform service request/incident escalation and coordination as required by Service Level Agreements (SLAs)
• Should be proficient in Zoom or similar audio conferencing solutions along with meeting schedulers like Team.
• The candidate should be proficient in basic networking concepts, and be familiar with devices like switch /Firewall/router / Wi-Fi router.
• Proficiency in networking concepts such as routing and VPN tunnel etc.
• Should be able to support the remote team in the installation of Unix / Linux server (basic rack mounting and connecting and configuring the console cable for the remote team)
• Should be able to perform the basic HW tasks like replacing the systems, disks etc.
• Familiarity with the IT processes and ticketing tools will be an added advantage.

Qualification:

• At least 1 years of experience in supporting both technical and non-technical users
• MSP support background is an added advantage
• Microsoft environment with both O365 and Azure is a plus.
• Proven skills in hardware/software troubleshooting and deployment including mobile devices.
• Proven ability to work successfully with limited supervision.
• Ability to work varied shifts, including weekends and holidays as required.

Employement Category:

+ View Contact

Keyskills:   technology email software accounts it desk mac engineer help