Systems Support Specialist III

Generac; Ramban district; On-site; INR 400,000 - 700,000; Full time

Job summary

Generac is seeking a skilled IT support professional to install, diagnose, repair, and maintain client management and asset systems. The role requires strong Windows/M365 knowledge, networking basics, and the ability to provide hands-on support for servers, networks, and telephony.

The candidate should have 5 years of troubleshooting experience, be capable of on-call work, and willing to travel between facilities as needed, with a focus on customer satisfaction and efficient incident resolution.

Qualifications

• Associate degree or higher in CS or related field.
• Minimum 5 years troubleshooting PCs, printers, phones and network issues.
• Strong knowledge of Microsoft Windows, Office, Outlook, and M365.
• Understanding networking, wireless, and telecommunications fundamentals.
• Experience with mobile technology and MDM.

Responsibilities

• Provide hands on support by installing, diagnosing, repairing, maintaining client management and asset systems.
• Support local server hardware, operating systems, network infrastructure and telephony through troubleshooting incidents with customers via phone or virtual communication.
• Management, troubleshooting and configuration of M365 platform and related technologies including Azure AD, Skype for Business, Teams, Intune, SharePoint Online.
• Perform tasks with minimal supervision, triage prioritization, documentation and closure; escalate to reduce downtime.
• Create documentation on issues resolved, root cause analysis and troubleshooting steps.

Skills

Windows OS

Microsoft 365

Networking fundamentals

MDM (Mobile Device Management)

Audio/Visual troubleshooting

Customer support & communication

On-call support

Team collaboration

Education

Associate degree in Computer Science or equivalent experience

Bachelor’s degree in Computer Science or equivalent experience

Job description

Major Responsibilities

• Provide hands on support by installing, diagnosing, repairing, maintaining client management and asset systems.
• Support local server hardware, operating systems, network infrastructure and telephony by delivering hands on support through troubleshooting incidents with customers via phone or virtual communication.
• Management, troubleshooting and configuration of M365 platform and related technologies. Including Azure AD, Skype for Business, Teams, Intune, SharePoint Online.
• Perform assigned tasks with minimum supervision and manage efforts based on proper triage prioritization, documentation and closure; takes corrective action and/or escalates incidences to reduce service down time.
• Create documentation on new issues resolved, root cause analysis as well as troubleshooting steps attempted prior to closing or escalation of service requests
• Assist in the implementation(s) of business systems and manufacturing initiatives delivering configurations and end user desktop support with adaptation and assistances of usage.
• Participate in service desk call/ticket queue as necessary
• Perform system upgrades; assist end users with migrating to new applications and converting personally developed data files.
• Follow operational standards for reporting, monitoring, troubleshooting and sourcing issues with provided tool sets.
• Maintain asset inventory of software and hardware through the asset management tool sets.
• Ensures all configurations comply with IT policies and security parameters.
• Consult with IT personnel as necessary to diagnose and resolve system or networking issues.
• Assist with development, implementation, and management of policies, processes and standards within the complex technical environment across data, voice and video service delivery platforms.
• Establish and implement activities to improve technology compliance with internal policies and standards.
• Interact with vendors for incident resolution as required.

Minimum Job Requirements

Education

• Associate degree in Computer Science or equivalent experience

Work Experience

• 5 years of experience troubleshooting PC’s, printers, phone and network issues

Knowledge / Skills / Abilities

• Advanced knowledge of Microsoft technologies relating to the configuration and troubleshooting of previous and current versions of Microsoft Windows, Office, Outlook, network printing, M365;
• Solid understanding of networking, wireless and telecommunication fundamentals;
• Understanding/troubleshooting of Mobile technology and MDM as it relates to Smart Phones and Tablets;
• Understanding of installation/configuration and troubleshooting of audio/visual equipment to include video/teleconferencing and projectors;
• Strong problem solving skills;
• Solid verbal and written communication skills and willingness to actively contribute in a team environment;
• Ability to be on-call and deliver support during operations service interruptions
• Ability to work later evening nights and weekend if required supporting business needs or IT initiatives
• Ability to travel among other facilities if needed

Preferred Job Requirements

Education

• Bachelor’s degree in Computer Science or equivalent experience