Senior System Support Executive

iMerit Technology; Pune District; On-site; INR 550,000 - 750,000; Full time

Job summary

iMerit Technology is seeking an IT Infrastructure Support professional to provide end-user support for Windows Server environments and applications. You will own resolution of technical issues, guide end users, and help improve IT operations through documentation and training.

The role requires 5–7 years in IT infrastructure, familiarity with Gsuite, Fortinet, Ivanti, and Group Policy, and strong communication skills. A CCNA/MCSA/N+ uplift is a plus. Pune-based, on-site with growth opportunities.

Qualifications

• 5-7 years of experience in IT Infrastructure.
• CCNA, MCSA or N+ certifications are a plus.
• Demonstrated effective verbal, written, and organizational skills.

Responsibilities

• Deliver end-user IT support for applications and platforms to meet business objectives.
• Maintain ownership of employee technical issues and ensure timely resolution.
• Interact with employees via chat to troubleshoot and identify root cause.
• Assist in Problem Management by identifying recurring issues and recommending permanent solutions.
• Develop process improvements within IT Operations Support.
• Host training sessions and develop guides for end-user education.
• Create technical documentation for the department knowledgebase.
• Support Network and Systems Engineering teams with hands-on server and network tasks.
• Perform routine audits of computers; manage patching and vendor relations.

Skills

Troubleshooting

Analytical skills

Interpersonal skills

Communication skills

Time management

Decision making

Organizational skills

Tools

Gsuite

Fortinet firewall

Bitdefender

BitLocker

Ivanti endpoint management

Group Policy

Job description

The role is to deliver support to end users in the organization for various types of applications hosted on supported platforms to fulfil business objectives efficiently and effectively.

Major Tasks, Responsibilities, and Key Accountabilities

• Need a high level of technical knowledge about Windows server including Active Directory, DHCP, DNS, WSUS, and WDS.
• Maintain overall ownership of employee’s technical issues & service ensuring that they receive resolution within a reasonable time frame.
• Interact with employees via chat to assist in troubleshooting, identify root cause, and provide technical support when needed.
• Assist in Problem Management by identifying recurring issues and recommending permanent solutions.
• Continuously seek process improvements within IT Operations Support
• Proactively host training sessions and develop guides to support end-user education
• Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and sharing.
• Assist Network and Systems Engineering /Solution teams with hands on support of network and server equipment
• Perform routine/scheduled audits of the computers.
• Patch Management and Vendor Management.
• Maintain IT inventory and asset configuration documentation.
• Ability to work independently and in a team environment.
• Workaround if incident cannot be resolved.
• Discusses issues with users and translates issues to determine appropriate technical solutions
• Demonstrates consistency and reliability.
• Excellent interpersonal and communications skills.
• Excellent time management, decision making and organizational skills.

Should have experience in –

• Gsuite, Fortinet firewall, Bitdefender, Bit locker, Ivanti end point management, Group Policy.

Preferred Qualifications & Experience.

• 5-7 years of experience in IT Infrastructure.
• CCNA , MCSA or N+ certifications will a plus.
• Demonstrated effective verbal, written, and organizational skills.
• Strong troubleshooting and analytical skills.