Job Description

Skills and Experience

  • 4+ years in Desktop Support with solid hands on experience with a variety of operating systems, primarily Microsoft Windows 10 & 11 and Apple OS X
  • Must have hands on experience with JAMF
  • Ability to work in rotational shifts ( India, Australia , Europe or USA)
  • Hands-On experience on Active Directory, Active Sync, Exchange, Apple support. 
  • Understanding of network protocols and exposure to VPN and Network Access Control troubleshooting
  • Experience supporting applications such as: Google workspace Suite, Zscaler, Zoom, Slack, Okta, ServiceNow
  • VIP/Executive Management support experience required
  • Experience in creating easy to use end user and technical support documentation in MS Office/Google Doc, SharePoint, and Confluence
  • Knowledge of remote deployment tools such as: SCCM, JAMF, Autopilot and Intune
  • A fundamental understanding of virtual environments, utilizing such tools as VMWare & AWS Workspace
  • Aptitude for understanding and troubleshooting hardware and software problems and ability to determine user needs
  • Knowledge and experience with remote troubleshooting; able to troubleshoot without seeing the system
  • Excellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturity
  • Strong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of work
  • Willingness and ability to work flexible hours, and on-call rotation is required
  • Be a team player. Ability and desire to share knowledge with members of the team
  • Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places.

    • Roles and Responsibilities

  • Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
  • Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the HelpDesk to the appropriate IT teams when required
  • Provide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and procedures
  • Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services
  • Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities
  • Provide end user training on various services and systems
  • Participate in weekly operational meetings
  • Participate in assigned IT Projects

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