Orion Innovation - Senior Helpdesk Specialist - DNS/DHCP/Active Directory (5-10 yrs) (Orion Innovation)

Who we are : Orion delivers game changing business transformation & digital product development with agility at scale. With a maturity and scale of 25+ years in the industry, Orion has 4000 associates working across 8 major delivery centers across the globe!

Overview :

The ideal candidate will Serve as escalation point for other helpdesk specialist and VIP clients seeking technical assistance on organizational products/services, Microsoft related products, 3rd party software, networking equipment, and peripherals (printers, scanners, mobile devices) support via phone, email and/or other remote methods while maintaining an exceptional level of customer service. The candidate must have strong analytical skills and possess excellent communication skills, both oral and written.

Key Accountability :

- Identify and prioritize tickets that have been assigned by dispatcher, or management

- Document in detail client interactions, including details of inquiries, complaints, comments, and actions taken into the ConnectWise Manage ticketing system

- The ability to listen to a customer and ask pertinent questions to determine the root cause of their issue

- Follow up with customer's on status updates and provide additional information on their reported issues

- Provide timely updates to management on client issues

- Meet and surpass KPI's as assigned by the company

- Serve as an escalation point for other helpdesk specialists

- Provide training with new helpdesk specialists

- Troubleshoot and document higher-level issues reported to the helpdesk.

Key Competencies :

- Expert knowledge on Windows environments

- Expert knowledge of Active Directory, GPOs, and Windows Security Groups

- Expert knowledge troubleshooting/configuring printers, scanners, mobile devices (Apple and Android)

- Expert knowledge and ability to administer Office 365 related products :

a) Create Office 365 Tenants

b) Office 365 Email

c) Understanding of Office 365 Licensing

d) Office Suite: Outlook, Excel, Word, PowerPoint

e) Administer MS Intune

- Expert knowledge of all networking principals including :

a) Modems

b) Firewalls - SonicWALL, Meraki products

c) Switches

d) Wireless Access Points

e) DHCP

f) DNS

g) IP Address and sub netting

- Ability to spot trends and make recommendations to remediate reoccurring issues

- Willingness to work in EST Timings.

- UG: Any Graduate - Any Specialization PG: Any Postgraduate - Any Specialization

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