Provide first line support through telephone, mail, chat and self-service tickets to ensure courteous, timely, and effective resolution of end-user issues.
What youll do:
Be the first point of contact for customers seeking technical assistance over the phone or SM tool/portal;
Qualify and document the problems raised by customers and investigate the problem by doing your own research and by involving other teams as needed.
Prioritize, categorize and manage several open cases at one time
Work on Trend Analysis and Problem management
Work to SLA thresholds for incident(s), request(s) and problem(s)
Consult and collaborate with your immediate peers or colleagues across the board to resolve service issues.
Establish a good working relationship with the customers and 3rd party s
Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
Advise customers on how to gain additional value from their Microsoft products.
Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations
Maintain high Quality of Service Support
Ensures a high level of customer satisfaction by ensuring the continuous operation of his systems
Keep up to date with advancements in technology.
About you:
Knowledge on SCCM -System Center configuration manager.
Deployment and troubleshooting knowledge of Windows patch management for Server and Clients.
Windows server 2008R2, 2012R2 and 2016 administration.
Troubleshooting knowledge on Client Installation.
Understanding of setup/use/troubleshooting of software deployment Maintenance Windows .
Using SCCM Reports and customization of reports.
Monitoring of health status for Site Servers.
Knowledge of OS upgradation (In place upgrade Servicing).
O365 patch deployment and application deployment.
Third party patch deployment with SCCM.
Knowledge of SCCM backup.
Troubleshooting all components related to SCCM
Active Directory; SQL server; Windows 10; Exchange Server, Exchange Federation; DHCP; AD Sync SSO, Azure AD, AD Trust, WSUS, Print Server and File Server; Windows Server Client (OS);
Intune; Microsoft Identity Manager (MIM); Hyper-V; EMS; O365.
What we offer:
Insurance - Group Medical Coverage, Group Personal Accident, Group Term Life Insurance
Rewards and Recognition Program, Employee Referral Program, Wellness Program and CSR Initiatives
Maternity and Paternity Leaves
Company Sponsored Certification Program
Learning/Development Courses, Cross Skill, Mentorship and Leadership Programs
Quarterly Performance Feedback Sessions
Savings, Investments and Retirement Benefits
Flexible Work Hours, Work from Home, Remote Working, Hybrid Working
