Arun - IT Support Analyst

Arun

IT Support Analyst

India | Asia/Kolkata (INR)

$6/hr
Full-time : 30+ hrs/week
0, Followers

ABOUT ME

*Experience in working with Active Directory, SharePoint, MS Exchange, SAP, MS Teams, MS O365, SKYPE, MS Office, Windows and Mac environments, and have a good understanding of networks.
*Installing and Configuring DNS, DHCP, WINS, Terminal Server, File & Print server & DFS Servers etc., RAID, CISCO VOIP, Clustering, VPN, FSMO roles, Group Policy and OU, Hyper-V, Windows Server Backup.
*Knowledge on Win 2008 -2012 server and workstations, Routers/Firewalls/ Network maintenance.
*Knowledge of Windows Servers, workstations, MS Exchange, anti-virus and other various software applications.
*To strive to deliver continual service improvement, proactively suggesting improvements to the incident management process to the Incident manager or other process areas as identified.
*To manage and hand-off incidents and service requests to off-shore locations and co-ordinate with these teams as necessary.
*To maintain a comprehensive understanding of the Service Desk Knowledgebase and CMS, using these tools to deliver an unparalleled customer service experience.
*To actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessary.
*To liaise with other members of the Service Desk concerning Incidents and Service Requests and to maintain strong general communication lines.
*An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.
*Desirable to hold ITIL qualification V3 Foundation level.
*Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.
*Experience of working with Remedy Force and Service Management tool.
*Troubleshoot and resolve computer and telephony related issues.
*Clients by providing both on-site and remote support.

SKILLS