ENGINEER - END User Computing

Happiest Minds Technologies; Bengaluru; On-site; INR 550,000 - 850,000; Full time

Job summary

Happiest Minds Technologies in Bengaluru seeks an IT Support Specialist to manage a personal ticket queue, meet SLA targets, and handle inbound client calls to resolve issues. You will apply ITIL practices, support Windows and Mac desktops, troubleshoot RDS and VPN, and administer Office 365 services including Exchange, OneDrive, SharePoint, Intune, and Teams.

Strong English communication, analytical troubleshooting, and documentation are essential as you maintain standards and support core

Qualifications

• Daily management of personal queue of assigned support tickets with SLA targets.

Responsibilities

• Handle inbound client phone calls from the call center to resolve issues.

Skills

ITIL practices

Windows OS

Mac OS

Troubleshooting

English communication

Analytical skills

Ticket SLA adherence

Customer support

Inbound call handling

Documentation

Tools

Office 365 Administration

Exchange

OneDrive

SharePoint

Intune

Teams

Remote Desktop Services

VPN

Citrix

Virtualization

Active Directory

Group Policy

DNS

DHCP

Backup Solutions

RDP

Job description

Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets

Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.

Utilize ITIL best practices to enhance and optimize the services provided to end users.

High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac

Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels

Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)

Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams

Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues

Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge

Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP

Basic knowledge of Backup Solutions

Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix

Basic understanding of core network components

Maintaining standards and documentation on an ongoing basis as products and technologies evolve

Strong analytical and troubleshooting skills, with familiarity with ITIL practices.

Excellent English communication skills for both technical documentation and customer interactions.

Other business duties as assigned Technology Expertise