Cloud and Infrastructure Support Engineer

Engineer - Cloud & Infra Management This opportunity is with LTM for the position of Engineer Service Desk Operations The role requires providing phone ESS tickets and chat support for the end users for one of our prestigious client This is an L1 role where the incumbent is expected to be aware about ITIL methodologies Incident Service Request Change and Problem The role demands excellent communication skills oral and written good customer handling skills and excellent collaboration skills with ability to work in shift 24X7 The person will contribute towards effective resolution of the issues Ideal candidate must be an experienced professional from same or similar field HeShe must possess good knowledge of Windows Active Directory O365 VDI Networking basics etc The person will contribute towards achieving project deliverables SLAsKPIsImprovements etc The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails L1 Technical Support Handling all the Inbound calls chat and emails in service desk Handling Basic L1 level queries from end users Diagnose and quickly resolve a wide range of Windows applications issues Basic troubleshooting knowledge for internetLAN WAN Connectivity issues and VPN issues When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System Install upgrade support and troubleshoot for printers related computer hardware Performs general preventative maintenance tasks on computers laptops printers Customize configure desktop hardware to meet specifications and business standards Email account administration ie account creation and management and distribution lists on Office 365 User account administration ie 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 and document it in the ITSM Tool Configuring iPadiPhonesAndroid for the users to enable them check emails and be connected on the go Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications Customer Focus Providing timely and accurate resolution of technical issues experienced by the Users Excellent communication skills Identify and escalate severe issues which could cause production impact Technical Skillset Need to Know Networking Experience in LANWAN Environment Good knowledge of Active Directory Citrix O365 Microsoft Windows Mobile Operating Systems AndroidiOS Antivirus SharePoint Knowledge of LaptopDesktopTablet issues VPN Troubleshooting MFA Technical Skillset Good to Know Knowledge of Infrastructure Exchange Server Technologies Virtualization VMware Cloud Azure Hands on experience working in Service Now ticketing tool