Provides Tier I–III remote desktop support for hardware, software, peripherals, Windows and macOS environments, mobile devices, and collaboration tools. Administers Microsoft 365, Exchange, SharePoint, Teams, Azure, Intune, Active Directory, Group Policy, endpoint security, and ticketing systems. Manages hardware purchasing and distribution, analyzes ticket trends, prepares reports and documentation, mentors support staff, leads escalations, and supports conferencing, printing, networking, and related infrastructure.
Location and Timings
India – Remote
PST Hours
Responsibilities:
- Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
- Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration
- Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
- Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
- Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
- Proficient in Anti-Virus/EDR management
- High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
- Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
- Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
- Ability to train and mentor junior level & outsourced staff.
- Ability to create documentation and SOPs for team.
- Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
- Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
- Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.
Requirements:
Education: Bachelor’s degree in computer science required but not mandatory.
Work Experience: 7-10 years of hands-on experience in helpdesk, desktop support within a professional environment.
Technical Skills (Preferred)
- Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware.
- Advanced remote support and end-user issue resolution capabilities.
- Proficiency with Windows 11 and macOS environments.
- Experience with Microsoft 365 administration and troubleshooting.
- Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow.
- Support experience for iOS and Android devices.
- Understanding of endpoint security, antivirus, and device management.
- Solid foundation in Active Directory, user administration, and access management.
- Working knowledge of networking fundamentals
- Experience troubleshooting printers and print services.
- Familiarity with remote support tools such as BeyondTrust (Bomgar).
- Ability to act as a technical SME, lead escalations, and drive issue resolution.
Additional Skills
- Strong Ticket Analysis and Report generation
- Excellent verbal and written communication skills
- Strong customer service, communication, and stakeholder management skills.
Ability to work collaboratively and manage multiple priorities
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
