Sybex Support Services Inc.
Location
Rio Rancho, NM | United States
Job description
Job Description
- Incident and Service Request management. The role demands excellent communication skills # oral and written, good customer handling skills and e excellent collaboration skills.
- Ideal candidate must be an experienced professional from same or similar field.
- He / She must possess good knowledge on Windows, Active Directory, O365, and VPN.
- The person will contribute towards achieving project deliverables (SLAs KPIs Improvements etc.).
- Strong knowledge on Azure Cloud, Networking, MDM, IT Asset Management and Lifecycle
- The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails.
- Collaborate with L3 and other resolver teams in English
- Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures
- Diagnose and quickly resolve a wide range of Windows applications issues
- Good troubleshooting knowledge on internet and VPN issues
- When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System
- Install, upgrade, support and troubleshoot for printers & related computer hardware.
- Knowledge of Citrix and VPN
- Customize & configure desktop hardware to meet specifications and business standards
- Email account administration, i.e., account creation and management and distribution lists on Office 365 User account administration, i.e., account creation and management and password resets on Active Directory
- Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
- Take ownership and responsibility of queries, issues and problems.
Job tags
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