Helpdesk Support Engineer

Amsys It Services; Thane; Presencial; INR 350 000 - 550 000; Tempo integral

Resumo da oferta

Amsys It Services in India is seeking an experienced Helpdesk L2 support professional to provide second-line support for Windows and Mac across multiple clients, including 24x7 NOC and SOC environments.

You will troubleshoot O365, Windows, Mac OS, networking, and hardware configurations; manage and document tickets; collaborate with NOC/SOC; participate in cloud infrastructure support with Azure/AWS; and ensure secure configurations with SOC.

Qualificações

• 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
• Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
• Excellent documentation skills, with attention to detail in creating clear and structured records.

Responsabilidades

• Provide L2 support for Windows & Mac platforms across multiple clients and client site locations.
• Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
• Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
• Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
• Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.
• Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
• Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
• Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
• Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
• Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
• Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
• Collaborate with the NOC and SOC teams to elevate and resolve critical incidents affecting client systems or network security.
• Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
• Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.
• Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.
• Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Conhecimentos

Windows

Mac OS

Office 365

Remote support

Ticketing systems

Cloud awareness

Documentation

Ferramentas

ConnectWise

ServiceNow

Zendesk

RDP

AnyDesk

TeamViewer

Descrição da oferta de emprego

Key Responsibilities:

Technical Support & Troubleshooting:

• Provide L2 support for Windows & Mac platforms across multiple clients and client site locations.
• Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
• Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
• Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
• Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.

Ticket Management & Documentation:

• Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
• Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
• Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.

System Configuration & Maintenance:

• Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
• Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
• Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.

Collaboration & Client Interaction:

• Collaborate with the NOC and SOC teams to elevate and resolve critical incidents affecting client systems or network security.
• Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
• Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.

Cloud Infrastructure & Security Awareness:

• Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.
• Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Qualifications & Skills:

• 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
• Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
• Excellent documentation skills, with attention to detail in creating clear and structured records.

Preferred Certifications:

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• AWS Certified Solutions Architect (or similar)
• Azure Administrator certification (preferred)
• ITIL Foundation