Technical II, IT Operations (TCF)

Concentrix; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Concentrix is seeking a Technical II, IT Operations to support end user environments, desktop, network, telephony and applications. You will maintain, troubleshoot and upgrade computer systems and assist with incident management to meet SLAs.

The role requires strong communication, problem solving, and adherence to security and compliance standards. You will work in a global IT team, engage in transition activities, and contribute to ongoing security, backup, and disaster recovery processes

Qualifications

• Experience in Windows-based desktop/laptop support
• ITIL v3, MCSE, CCNA or similar certifications
• Knowledge of Windows, Network and Voice technologies
• Proven incident and problem management skills
• Experience with Remedy ticketing system

Responsibilities

• Provide end user support across desktop, network, telephony and applications
• Maintain and troubleshoot computer systems and peripherals
• Manage incidents and ensure SLAs are met
• Participate in security and compliance activities (PCI, ISO)
• Perform daily/weekly/monthly health checks and reporting

Skills

Windows knowledge

ITIL framework

Networking basics

Remedy ticketing

Security awareness

Education

Bachelor's Degree in IT/CS

Postgraduate qualifications

Tools

Remedy

Active Directory

Windows servers

Job description

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

Job Title

Technical II, IT Operations (TCF)

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as “World’s Best Workplaces,” “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. The Technical Support Engineer II provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. This position also regularly exercises discretion and judgment to determine priorities, appropriate action plans and is accountable from end to end to insure the on premises network is up and running correctly.

Key Duties And Responsibilities

• Active participation in Incident Management. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
• Supporting new Transitions on Image & Desktops Readiness.
• Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops.
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• L2 support for all network, server & voice infrastructure for CNX and client owned equipments as applicable.
• SSAE activity.
• PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
• Tickets review of all pending tickets.
• Site Hardening testing.
• Validating these controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.
• Validation & updation of images & documents on Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure & support b/w consumption of accounts and monthly reporting.
• Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.
• Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.
• Achieving and Maintaining high IT VOC scores. Action planning for identified áreas.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Qualifications And Experience Required

• 6.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor's Degree/Post Graduate (In IT/Computer Applications/Electronics)
• ITIL V3, MCSE, CCNA or similar certifications required
• Knowledge of Windows, Network, Voice
• Knowledge of ITIL V3 Framework
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Intermédiate understanding of Enterprise Networks, Active Directory set up & Windows servers
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
• Flexibility to stretch & deliver within timelines.