iConsultera
Location
Ahmedabad | India
Job description
Job Title:
Managed Services Specialist Location: Altimus 16th Floor, Ashram Rd, behind Sales India, Shreyas Colony, Navrangpura, Ahmedabad, Gujarat 380009 Work Hours: 2:30 pm IST to 11:30 pm IST Responsibilities · Progress Incident/Change/Problem tickets via ServiceNow in an MSP environment adhering to SLA’s, OLA’s & KPI’s · Support, mentor, and act as an escalation point for Incidents/Changes/Problems from 2nd Line dealing with challenging issues · Provide high levels of customer service to promote positive customer feedback · Troubleshooting technical faults, and collaborating with internal/external teams and vendors to achieve fault resolution · Ability to use initiative to work in a silo as well as part of a Team to deliver the timely resolution to customer requests, accurately providing regular updates using pre-defined templates to build rapport · Ability to identify and escalate to the relevant Team when required providing comprehensive escalation notes · Driving fault resolution to ensure SLAs are not breached and continually reviewing existing processes to improve efficiency · Proactive Problem Management, identifying trends to reduce repeat Incidents · Updating documentation and KB articles · To review and approve all changes raised within the Service Desk · Escalation points to resolve Major Incidents and P1 issues – invoking DR when required including Server restores · Technical Lead for key clients acting as a ‘go to’ point for junior members of the wider team and Senior Management · To provide consultative assistance to Exponential-e Management · Identify and highlight areas for improvement and assist with the required process & Technical review work · Cover out of hours support in a Team Rota · Any other fair and reasonable task or duty assigned to you by your manager, or other senior Exponential-e Ltd staff member Required Experience · Experience of providing 3rd Line Technical Support in a busy customer-facing/MSP Helpdesk role · A methodical and structured approach to problem-solving · Ability to maintain calm under pressure · Customer-focused, keen on exceeding expectations - going above and beyond · Effective both written and verbal communication skills · Understanding of ITIL framework including Incident Management, Change Management, and Problem Management · Ability to work under own initiative, manage own time, and work to deadlines · Both approachable and assertive, with the ability to build and maintain strong working relationships with management, service delivery teams, and customers. · Understanding the concepts and importance of business continuity · Providing RCA’s & RFO’s for Incidents and Major Incidents · Collaborate/facilitate with clients, vendors, and 3rd Party support companies · Ability to work with minimal supervision and manage a heavy workload · Ability to train and mentor junior team members of the service desk · Working collaboratively to share ideas and knowledge across teams · Able to produce high-quality technical and procedural documentation · Act as a Technical Lead during MI’s and P1’s Technical Skills · Experience in Microsoft Cloud Stack: Azure, ASR, WVD, Endpoint Manager, M365 · Experience in Microsoft Active Directory, Exchange, AOVPN, Windows Server OS, and SQL Server · Experience in Citrix technologies: ADC, Virtual Apps & Desktops, and Citrix Cloud · Experience in Virtualization technologies: VMware/HyperV · Experience in administering and supporting Backup & DR technologies · Knowledge of Networking: DNS, DHCP, VPN, IP Subnetting · Experience of User Profile Management Applications · Experience of SCCM & Endpoint Manager · Experience using scripting languages such as PowerShell · Knowledge of File System Technologies · Experience of supporting technical project delivery · Experienced in training and developing junior IT staff · Applicants will ideally be either MCP, MCSA, MCSE, VCP, or Azure certified as a minimum Beneficial · Knowledge of Storage (SAN, NAS) systems · Experience in managing Hyper-Converged Platforms Hands-on experience with Avamar, Commvault, Zerto, and VXRail.Job tags
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