Systems Engineer - Analyst

Responsibilities:-

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  Strong communication skills, oral and written.
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  Respond to requests for technical assistance by phone, email, chat.
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  Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.
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  Knowledge on Service Now ticketing tool
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  Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.
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  Escalate problems (when required) to the appropriate teams.
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  Maintain hygiene in ticket documentation, category selection and overall ticket quality.
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  Identify and learn appropriate software and hardware used and supported by the firm.
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  Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.
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  2-4 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.
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  In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.
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  Understanding on Active Directory, Networking, Messaging and Hardware necessary.
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  Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365.
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  Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.
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  Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom.

• Incident Management knowledge, experience with Turrets will be added advantage. • Extended working hours when business needs.

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  Flexibility to work in rotational shifts and week offs.
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  Ability to work under high pressure.

Required

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  MDM
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  MOBILE DEVICES
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  NETWORKING
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  ACTIVE DIRECTORY
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  CISCO

Additional Skillsets

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  RSA
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  VENDOR MANAGEMENT
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  VPN
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  DOCUMENTATION
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  ENGINEER
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  INCIDENT MANAGEMENT
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  LIAISON
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  MASTER DATA MANAGEMENT
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  MICROSOFT OFFICE
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  STRONG COMMUNICATION SKILLS
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  SYSTEMS ENGINEER
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  TECHNICAL ASSISTA