Support Analyst - Desktop

Squarepoint Technologies India; Bengaluru; On-site; INR 400,000 - 650,000; Full time

Job summary

Squarepoint Technologies India is seeking a Desktop Support Engineer to support a global community of ~500 users in a Windows environment, interacting onsite and remotely. You will handle Exchange/Outlook, Office 365, Azure, AD, and hardware troubleshooting, leveraging strong customer service and problem-solving skills.

The role involves on-site support, weekend on-call rotations, and collaboration with Level 2/3 teams to resolve incidents and improve IT services.

Qualifications

• Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office 365 and Azure, including OneDrive, DLP and SharePoint
• Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment
• Detailed knowledge and experience installing, troubleshooting and managing desktop hardware
• Relentless dedication to customer service
• Works with minimum supervision, proactively follows up on outstanding issues/tickets
• Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
• Strong analytical, prioritizing, interpersonal, problem-solving skills
• Strong verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting
• Demonstrated interest in learning about new and emerging technologies
• Self-directed learner and ability to find solutions to problems they have not encountered before.

Responsibilities

• Provide 24x5 support on-site and to a global community of approximately 500 users as per business requirement.
• Provide on-call weekend support on a rotational basis.
• Manage raised requests and incidents in a timely manner following internal runbooks and incident management processes.
• Partner with Level 2 & 3 internal and external teams/vendors to troubleshoot complex incidents.
• Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services using monitoring tools.
• Proactively automate common tasks to improve efficiency and productivity.
• Collaborate with internal and external teams to develop strategic solutions.
• Perform related duties as requested.

Skills

Windows 10

Windows Server 2012+

Office 365

Azure

OneDrive

SharePoint

Active Directory

Group Policy

Remote access

Desktop hardware

Customer service

Multi-tasking

Communication

Teamwork

Education

Bachelor's degree in Computer Science, Engineering or related field

Tools

Powershell

Python

Network

Linux

Job description

Job Summary:

Squarepoint is looking for a Desktop Support Engineer to support a global community of approximately 500 users in a Windows environment. Candidate will interact onsite and remotely with users to provide support with workstation applications such as Microsoft Exchange/Outlook, Microsoft Office in an on premise or cloud-based solution; access control policies via Windows Active Directory; remote access assistance and hardware issues.

Main Duties & Responsibilities:

• Provide 24x5 support on-site and to a global community of approximately 500 users as per business requirement.
• Provide on-call weekend support on a rotational basis.
• Manage raised requests and incidents in a timely manner following well-rehearsed internal request runbooks/knowledge based and incident management and request fulfillment processes.
• Partner with Level 2 & 3 internal and external teams/vendors as appropriate to help troubleshoot more complex incidents.
• Provide alert management to pro-active resolve failure alerts, degraded services and unavailable services through internal monitoring tools.
• Proactively automate common tasks to improve efficiency and increase productivity.
• Collaborate with internal and external teams to develop strategic solutions.
• Perform related duties & responsibilities as requested.

Must Have Qualifications:

• Detailed knowledge and experience in a Microsoft environment supporting Windows 10, Windows Server 2012+, Office Suite including Outlook, Office 365 and Azure, including OneDrive, DLP and SharePoint
• Detailed knowledge and experience with Active Directory, Group Policy, remote access solutions and software deployment
• Detailed knowledge and experience installing, troubleshooting and managing desktop hardware.
• Relentless dedication to customer service
• Works with minimum supervision, proactively follows up on outstanding issues/tickets
• Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively
• Strong analytical, prioritizing, interpersonal, problem-solving skills
• Strong verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting
• Demonstrated interest in learning about new and emerging technologies
• Self-directed learner and ability to find solutions to problems they have not encountered before.
• Degree in Computer Science, Engineering or related field or experience

Preferred Qualifications:

• Desired experience in the following areas a plus:
• Powershell and Python;
• Network;
• Linux environment