Venhan - Senior End User Support Engineer
Job Responsibilities :
- Provide day to day technical support to end users based out of Seattle Area
- Monitor end-user tickets and ensure resolution within defined SLA.
- Provide superior client experience and strengthen relationships with customers.
- Troubleshoot reported issues and complete assigned tasks according to SLA in Ticketing tools.
- Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
- Support Windows 10, Microsoft Office and general systems related issues.
- Provision, decommission laptops, and servers remotely, following our standard best practices.
- Provision and decommission users in AD and Microsoft 365
- Support Microsoft 365 technologies for end-users.
- Support various collaboration and messaging technologies, primarily including Microsoft Teams.
- Support end-users RDS/WVD access.
- Managing and administering patching processes and best practices for Windows, Office, third party applications across virtual, physical and mobile endpoints
- Installation of hardware, software applications, security updates, service packs, etc.
- Create metrics, monitoring and system reports for a higher level of information, i.e., trends analysis and management of the 'health' of the environment
- Provide documentation and update internal knowledgebase articles
- Follow IT change management governance & process
- Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.
- Collaborate with colleagues across the global organization to implement change through structured change management process
- Resolve complex issues and conflicts
Desired Profile :
- Must have : experience in supporting US-based customers through Voice, email and IM.
- Strong understanding of Windows 10, Microsoft office and general system administration.
- Basic Understanding of Microsoft Cloud related solutions. (Azure, Microsoft 365 and EMS - Intune/AIP)
- Knowledge of principles of Service Management (Support and Delivery)
- Knowledge and understanding of systems life cycles
- Strong grounding in all areas of Infrastructure Technology and Engineering
- Excellent verbal and written communication skill
Location : Bangalore/Hyderabad/Remote-Work from Home
Time : EMEA & US Shift Positions
Experience Level : 2+ Years
Work Profile : Providing end-user support for US Based Customers. Must have prior experience in a similar capacity.
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