Senior IT Technician

Job Description :

Job Title - Senior Desktop Support Specialist
Experience - 5 to 7 years
Location - Pune
Job Description:
• Apply ITIL principles to daily desktop support responsibilities
• Provide second and third level desktop support for advanced technical issues
• Assist VIP customers and handle support escalations
• Assist in Severity 1 incident management process to ensure expedited resolution, root cause analysis and transparent communication to team and stakeholders
• Assist in Problem Management by identifying recurring issues and recommending permanent solutions
• Timely and accurate completion of IT General controls and compliances
• Provide guidance and assistance to vendors and third-party support providers
• Manage the hardware (laptops, desktops and mobile devices) and software inventory
• Manage regular patching of all end-user devices
• Assist Network and Systems Engineering teams with hands on support of network and server equipment
• Continuously seek process improvements within IT Operations Support
• Proactively host training sessions and develop guides to support end-user education
• Develop knowledge DB to ensure appropriate knowledge transfer and sharing
• Effectively provide timely solutions to problems ensuring customer satisfaction, eliminate downtime, and prevent cost overruns.
• Receives and manage requests for computer technical assistance and problem resolution from company employees.
• Installing, configuring, maintaining and supporting desktop computing hardware, peripherals and software, ensuring adherence to the terms of all license agreements.

Qualification
• Bachelor of Computer Science/Engineering
• Minimum 5 years Desktop Support (Level 2-3)
• MCSE, CCNA, ITIL V3 certified
• Superior customer service skills
• Excellent written and oral communication skills
• Strong time management, prioritization and organizational skills
• Self-motivated with the ability to work independently and in a fast-paced changing environment
• Attention to detail and excellent follow-up skills
• Knowledge of LAN/WAN and server technologies
• Proficiency with the following technologies:
• Microsoft Windows 10 management and deployment
• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint etc.)
• Microsoft Productivity Tools (OneDrive, Teams, SharePoint, etc.)
• Microsoft Active Directory (OUs, GPOs, Groups)
• Microsoft Intune (provisioning,