Advanced Support Engineer

Technical Support:

• Provide onsite and remote assistance to identify and resolve issues with Windows, Mac OSX, Linux, iOS, and Android platforms.
• This includes troubleshooting hardware and software issues, resolving connectivity problems, and assisting with system configurations.
• This also includes coordination with the OEM vendor for warranty laptop/ desktops.

Cross-Platform Compatibility:

• Ensuring compatibility and seamless integration between MAC and Windows systems, applications, and services to facilitate efficient workflow and collaboration among users.

System Administration:

• Managing and maintaining MAC and Windows systems, including performing software installations, updates, and configurations.
• This ensures that systems are up-to-date, secure, and optimized for performance.

Site Support:

• Rack, network, power, and support for servers, switches, APs, UPS units and other equipment as needed and with support of the global IT specialist teams.

Incident Management:

• Responding to and resolving IT incidents reported by end users, as per established processes a customer's location

Application Support:

• Should have knowledge or willingness to be trained on responding to issues related to Enterprise and Business Application such as but not limited to JIRA, Confluence, Service Now, Multi Factor Authentication Portal, Azure Active Directory , Active Directory, Microsoft Exchange (Hybrid), Understanding of the Cloud Applications Vs. On Prem, Office 365 apps.

Networking:

• Should have knowledge or willingness to be trained on understanding of basic Networking concepts like IP address validation, Assigning Static IP to Devices, Setting up Remote Desktop Systems.

Desktop Support

• Should have knowledge or willingness to be trained on Part Replacements, GPU installations, Providing guidance on Non-Standard IT devices.