Microland is Looking for Administrator Service Desk Full Time

Required Skill
Technology – End User Issues|Printer+Scanner+Outoook+MS Office+Applications
Process – IT Service Management|Service Desk
Process – IT Service Management|Incident Management
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Details
1.tHandle incoming calls, emails and chat from the users. Some account may require working on rotational shift
2.tAbility to comprehend end users from International locations over the phone
3.tRecording, classifying and prioritizing tickets
4.tProviding initial support and troubleshooting based on Knowledge Base articles
5.tContributing to Knowledge Base with new articles
6.tTaking a remote of an end users�¢â�¬â�¢ machine if required while troubleshooting
7.tRouting requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
8.tMonitoring the status and documenting the progress towards resolution of all open tickets
9.tKeeping affected users informed about the progress.
10.tEscalating the process if necessary
11.tResolution confirmation and closure of tickets within the SLA
12.tAttend trainings and complete certifications for set competencies

Technical Skills
1.tAbility to differentiate between different type of IT assets
2.tBasic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
3.tUnderstanding of desktop applications and how do they work, installation and uninstallation
4.tAbility to support users in business applications based on SOP�¢â�¬â�¢s
5.tTroubleshooting Desktop/Application remotely
6.tAbility to carry out Disk management, Disk Encryption, Wireless configuration
7.tAbility to check utilization and availability, ability to perform start up and shut down services by following SOP
8.tAbility to Install and configure email client, troubleshoot connectivity issues
9.tAbility to troubleshoot calls for printers and copiers locally and remotely

Backup and Recovery: (Required for Tech Support)

1.tTechnical understanding of native backup management tools and different types of backups
2.tAbility to isolate system issues to back up job issues
3.tAbility to provide SOP based support for configuring and troubleshooting backup related issues
4.t Basic Networking (Protocols/OSI Layers/IP address)
5.tDesired Skills:- Basic understanding of virtual infrastructure (VMware, Hyper-V, Citrix) and Cloud (AWS, Azure and Google cloud) �¢â�¬â�� (For MSP)
6.tDesired Skills:- Understanding of domain setup and ability to add / remove computers to domain �¢â�¬â�� (For MSP and Enterprise)

Behavioral and Functional skills

1.tGood verbal and written communication skills
2.tTime management
3.tAbility to collaborate and work in a team
4.tBasic understanding of ITIL
5.tDecision making
6.tProblem solving
7.tPlanning, organizing and prioritizing
8.tActive listening skills