System Administrator
- Icertis
- 3 - 5 years
- Pune
- 3 months ago
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Job Description
Key Responsibilities:
- Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
- Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
- Maintain a customer-centric approach in all interactions.
- Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
- Provide support via multiple channels phone, chat, and email.
- Assist with software installations, driver issues, and system configurations both remotely and onsite.
- Take full ownership of user-reported issues from initiation to resolution.
- Maintain regular communication with users regarding issue status and progress.
- Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.
Key Responsibilities:
- Respond to and resolve daily IT support tickets with a focus on timely resolution and SLA adherence.
- Communicate estimated response times and updates to users, ensuring expectations are managed effectively.
- Maintain a customer-centric approach in all interactions.
- Diagnose and resolve hardware, software, and network issues, including Windows OS, Microsoft 365 (Teams, Outlook), and enterprise applications.
- Provide support via multiple channels phone, chat, and email.
- Assist with software installations, driver issues, and system configurations both remotely and onsite.
- Take full ownership of user-reported issues from initiation to resolution.
- Maintain regular communication with users regarding issue status and progress.
- Respond to system incidents and coordinate with external vendors (e.g., Dell or Lenovo support) for swift resolution.
Skills and Qualifications:
- Bachelors degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
- 3 to 5 years of proven experience as a System Administrator or in a similar role.
- Proficient in supporting MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
- Basic knowledge on networking (DNS, DHCP, IP)
- Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
- Familiarity with monitoring and understanding of ticketing tools and ITSM processes .
- Familiarity with remote desktop applications and help desk software .
- Ability to provide step-by-step technical help, both written and verbal.
- Ability to diagnose and resolve IT infrastructure issues effectively.
- Strong analytical and problem-solving skills with excellent multitasking abilities.
- Proficiency in office applications, including MS Excel and Word .
- Excellent written and verbal communication skills , including the ability to convey technical concepts to non-technical users.
- Relevant certifications such as MS Certified, ITIL are advantageous.
- Occasional after-hours support may be required to address critical incidents or system updates.
Skills and Qualifications:
- Bachelors degree in Computer Science, Information Technology, or a related field; equivalent work experience considered.
- 3 to 5 years of proven experience as a System Administrator or in a similar role.
- Proficient in supporting MS technologies, including Windows 11 OS, Active Directory, Entra ID/Microsoft 365, Intune
- Basic knowledge on networking (DNS, DHCP, IP)
- Knowledge of hardware troubleshooting on Laptop and desktops (Windows and MAC)
- Familiarity with monitoring and understanding of ticketing tools and ITSM processes .
- Familiarity with remote desktop applications and help desk software .
- Ability to provide step-by-step technical help, both written and verbal.
- Ability to diagnose and resolve IT infrastructure issues effectively.
- Strong analytical and problem-solving skills with excellent multitasking abilities.
- Proficiency in office applications, including MS Excel and Word .
- Excellent written and verbal communication skills , including the ability to convey technical concepts to non-technical users.
- Relevant certifications such as MS Certified, ITIL are advantageous.
- Occasional after-hours support may be required to address critical incidents or system updates.
We are seeking a proactive and customer-focused IT Support Engineer to manage and resolve daily technical issues, ensuring seamless IT operations across the organization. This role demands strong troubleshooting skills, effective communication, and a commitment to service excellence. Additionally, you will also be given opportunity to own a few technical areas end-to-end based on your interest area and company s requirements.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: Automation Enterprise applications Active directory DNS Windows microsoft Troubleshooting Information technology DHCP Monitoring
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