Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Experience: Not Available to Not Available years

Location: Noida, India

Skills: Microsoft Vdi Solution, Rdsh Technologies, Windows Operating Systems, Touch Services, Video and Telepresence Technologies, ServiceNow, MS Office suite, Client based Operating Systems, End user hardware, Common network protocols (TCP/IP), Microsoft Certified: Modern Desktop Administrator Associate, Itil Foundation Certification

Job Summary
Background
As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily Remote Desktop Support for L1.5 and L2 issues. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Remote Desktop and Service Desk team. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Description
As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Provide customer facing end-user support that includes
 Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
 IMAC support including large scale/bulk office moves/re-stack activities (all moves)
 Support for Operating System, base load software, MS Office suite and other business application
 Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
 Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
 Support for the Mobility devices (IOS/iPhone/IPads)




 VIP and home-based office (HBO) user support
• Manage the ticket queue in ServiceNow system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis

Desired Skillsets
• Strong understanding of Client based Operating Systems
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong understanding of end user hardware
• Strong knowledge of client based applications
• Proficient with common network protocols (TCP/IP) for device connectivity issues
• Excellent communication skills (English & German/Mandarin/Serbian)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others




• Excellent analytical skills, Work Ethic and Problem-solving skills
• Basic Safety knowledge in order to assist users with ergonomic equipment
• Ability to lift heavy equipment’s within stockroom
• Customer experience - CSAT focused with Customer is #1 Attitude
• Skilled and courteous and Ability and patience to work in a high dense client environment
• Flexible for travelling to remote sites/Colocations
• Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage

Key Responsibilities
1. Provide Technical Support For Microsoft Vdi Solution And Rdsh By Independently Resolving Tickets And Ensuring Adherence To Agreed Slas For Ticket Volume And Response Time.
2. Conduct Root Cause Analysis Of Escalated Issues In Virtual Desktop Environments, Implementing Solutions To Prevent Recurrence And Improve System Reliability.
3. Update And Manage Knowledge Base Articles To Facilitate Continuous Improvement And Streamline Support Processes.
4. Deliver Training And Coaching To New Team Members And Analysts, Enhancing Team Capabilities And Operational Efficiency.
5. Ensure High Levels Of Customer Satisfaction By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Contributing To Overall Csat Metrics.

Skill Requirements
1. Proficient In Microsoft Vdi Solution And Rdsh Technologies.
2. Solid Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Strong Problem-Solving Skills And Analytical Abilities To Conduct Root Cause Analysis.
5. Excellent Communication And Interpersonal Skills To Support And Train Team Members.

Other Requirements
1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable).

📌 Administrator Miscrosoft Windows,Microsoft Servers RDS,Touch Ser (Noida)
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📍 Noida