Associate IT Infrastructure

Location

Chennai | India

Job description

We are looking to hire a new Helpdesk Technician who will be responsible for providing onsite and remote technical support to Bounteous Team members in an efficient and accurate manner. The helpdesk is the front line and is responsible for solving basic technical problems. The Help Desk s objective is to quickly identify a team member s issue and resolve basic desktop issues with that person. Strong level 2 candidates will have an opportunity to gain experience in Level 3 support which includes deploying and administrating SAAS application along with various Network administrative duties.

Qualified candidates will be willing to manage vendor relationships for procuring laptops, their accessory hardware and any installed software. Some experience is required to diagnose and resolve package or application problems. The respective team member will assist the helpdesk with SaaS or internal applications to keep Bounteous teams operating efficiently.

Role and Responsibilities

• Support, monitor, test, and troubleshoot hardware and software problems related to the Bounteous Apple & Windows laptop fleet
• Set up equipment for employee use, performing or ensuring proper installation of laptops, operating systems, or appropriate software.(Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required)
• Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets).
• Assisting the Talent and Culture team with onboarding new team members on their first day, providing access to products and services, and answering any first-day IT concerns
• Assist with full Device lifecycle including purchasing, deployment and decommissioning, recycling/selling of discarded devices
• Assisting in level 1 or purchasing tickets open by team members
• Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team when assistance is needed
• Use the ticketing tool system(Solarwinds Samanage) to maintain incidents and requests through the complete ticket life cycle

Preferred Qualifications

• BE/ B.Sc in Computer Science and or equivalent experience(Preferred, not required: Associate s (or equivalent) degree in Computer Science or Information Technology from a technical school)
• 1+ years of experience on IT hardware, software and OS installation, troubleshooting, user administration
• 1+ years of experience hands-on Office 365 user administration
• Push and install workstation and third-party patches
• Limited hands-on Active Directory administration: file and share permissions, user administration: password & MFA resets
• Experience with improving systems performance by recommending, and implementing hardware updates including firmware changes and break/fix
• Perform trouble call resolution, diagnosis of complex problems, user support follow-up, and Technician interaction with other IT employees, Team members, and outside vendors
• Develop test specifications and create support documentation as appropriate for all hardware resources in line with Bounteous processes.
• Support remote users via VPN technologies
• Require minimal supervision and provide oversight for assigned projects
• English Fluency to engage with U.S. customers and read, write, and understand technical documentation.
• Effectively manage all Assets via an asset management tool
• Willing to work on shifts
• May require lifting or carrying desktop computers up to 25Kg
• Experience with software as a service (SaaS) and other software hosting protocols
• Current knowledge of the following Software Products from License Administrator role:
• Adobe Creative Cloud
• Microsoft 365
• Opensource software / tools
• Apple Mac support experience
• Kandji deployment experience
• Experience deploying packages in Microsoft Endpoint management (Intune) or third-party RMM tools.

Job tags

Salary