Client Support  |  Baroda, India  |  Full Time  |  Experienced

System Administrator

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Description

Job Description

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Restoring a failed IT Service as quickly as possible and update the client

Incident Management based on ITIL process

Prioritise and manage multiple tickets related to different technologies where you are requested to work as per the client requirement

Ensure that any technical issues on a service ticket are escalated efficiently and resolved as quickly as possible

Change Management and Release management process based on ITIL

Track computer system issues through to resolution, within agreed time limits and update the ticketing tool

Ask customers targeted questions and deal with them through a series of communications and updates until the issue is get resolved.

Provide prompt and accurate feedback to customers and Update the client about the resolution

Refer to internal databases, knowledgebase or external resources to provide accurate tech solutions without violating the SLA

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Skills & Other Requirements

  Technologies

Windows Server Administration 2008R / 2012 / 2012R2 / 2016

Microsoft Office 365

Microsoft Exchange 2010 / 2013 / 2016

Backup  Technologies,      

o   Veeam Backup and Replication 9/ 9.5/

 

o   Zerto backup

 

o    Quest Rapid Recovery

 

Hypervisor – VMWare vSphere 6 / 6.5 / 6.7

Networking – Cisco, Fortigate, Meraki

Cloud Services – Azure, AWS, Forcepoint

Citrix – XenApp, Netscaler, Provisioning Services

ITIL

End point protection, Sophos and Kaspersky

IT Infrastructure Monitoring tool, Logic Monitor, SolarWinds and PRTG Network monitor, Kaseya

Microsoft SQL Server / 2008/2014/2016

ADFS /DFS / IIS and Print Servers

Storages and SAN Devices, Dell/ QNAP/ HP

Remote Server Management – Kaseya, RDP, VNC

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Mac OS environments

Ability to diagnose and troubleshoot basic technical issues with quick solutions

Familiarity with remote desktop applications and help desk software

Excellent Communication skills and Ability to communicate with client in very precise and professional manner

Ability to provide step-by-step technical help, both written and verbal

Ability to prepare technical document based on solution and process

Hands on Experience on VMware, Hyper-V, Windows servers and Citrix

Hands on experience in VEEAM, Rapid Recovery and other backup solutions.

Excellent knowledge of Endpoint protections software like Sophos, Symantec, Kaspersky etc

Work experience in network troubleshooting and configuration of VPN, IPSec, DNS, DHCP and Proxy etc

Experience in Windows Exchange Servers, SQL servers and O365

Experience in Windows and VMware Patch Management

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