Service Desk Technician

Your Profile

• Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365 and basic network issues.
• Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
• Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution.
• Assess the severity of the issues, prioritize accordingly, and work diligently to find solutions within the stipulated timelines.
• Escalate unresolved issues to Level 3 or specialized teams as necessary.
• Collaborate with cross-functional teams such as NOC, L1 wherever needed and ensure a seamless customer experience.
• Conduct root cause analysis for recurring issues and provide recommendations for resolution.
• Document resolutions and update knowledge base articles.
• Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
• Manage software installations, updates, and troubleshooting.
• Aid in user account management (Active Directory, email, and other systems).
• Maintain system performance and report anomalies to the relevant teams.
• Assist in maintaining and updating IT inventory and asset management systems.
• Provide a high level of customer service to ensure user satisfaction.
• Communicate effectively with end-users through various channels including phone, email, chat, keeping them informed of ticket progress and resolutions.
• Maintain accurate documentation of incidents, solutions, and processes.
• Contribute to the knowledge base and help create resources for support staff and customers.
• Ensure compliance with company IT policies and procedures.

Required Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Microsoft 365 administration or similar roles.
• Strong knowledge of Microsoft Office 365 applications and services.
• Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
• Experience with Active Directory (AD), Group Policy Management, and Azure AD.
• Proficiency in PowerShell scripting for automation and administration.
• Strong troubleshooting skills to resolve technical issues across platforms.

Preferred Skills and Qualifications

• MCSE: Productivity Certification.
• ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
• Experience with Azure Rights Management and mobile device management (MDM).
• Knowledge of compliance frameworks and data protection practices.
• Familiarity with Exchange ActiveSync and integration of mobile devices.