Sr. IT Engineer
- West Agile Labs
- 7 - 9 years
- Hyderabad
- 9 months ago
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Job Description
System Admin - IT Support
We are seeking a highly skilled IT Support Specialist to join our dynamic team. The ideal candidate will possess a robust knowledge of IT support best practices and a broad technical skill set, including expertise with Freshservice , Zendesk, Windows, macOS, Linux VM, and various endpoint management tools. This role requires a proactive individual who can manage and support IT infrastructure in a global organization with office sizes ranging from 10 to 1000 employees.
Experience: 8+Years Support: L3
Location: Hyderabad
Work mode: Work from Office/Hybrid
Employment Type: Full Time
Mandatory Skills: Ticketing Tools, Intune, O365, MAC Support, PowerShell Scripting Knowledge
Roles Responsibilities:
- Experience in managing enterprise IT Infrastructure systems, provide end-user support remotely for global across different geographical regions.
- Willing to work in shifts to provide 24x7 support
- Acknowledge, respond and resolve support tickets/requests raise by clients as per the SLAs.
- Provide RCA (root cause analysis) for incidents and problems as appropriate.
- Work on project assignments, initiate projects that enhance the quality or efficiency of enterprises IT Infrastructure systems and services.
- Create necessary documentation which include but not limited to SOPs (standard operating procedures), How-Tos, Knowledgebase
- Exceptional communication skills required. Capable of communicating clearly and effectively, verbally and in writing, with technical and non-technical audiences.
- Handle escalations as needed to ensure appropriate follow through.
Requirements
- Bachelors degree in computer science or a related field
- Over 8 years of experience managing Enterprise IT Infrastructure support and End-user support
- Proven experience with Freshservice or Zendesk.
- Strong knowledge of Windows 10, 11, and macOS.
- Experience with laptops running Linux VMs on Windows and macOS.
- Expertise in endpoint management using UEM tools such as Venn or Microsoft Intune.
- Proficiency in Microsoft Autopilot for managing and deploying devices.
- In-depth experience with Microsoft Office 365 tools, including Entra and SSO integration.
- Familiarity with collaboration platforms like Teams, Slack, and Zoom.
- Hands-on experience with AWS and Azure cloud services. Advanced PowerShell scripting skills.
- Knowledge of enterprise business applications such as Salesforce, Zapier, monday.com, and Workato .
- Experience in establishing and managing SLAs.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SecurityRole: System Security EngineerEmployement Type: Full timeContact Details:
Company: West Agile LabsLocation(s): Hyderabad+ View Contact
Keyskills: RCA Linux Powershell IT support End User Support Windows Mac Os VMS Salesforce
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