Cytel, India Hiring for IT Helpdesk Support Technician at India Full Time

Job Description: IT Helpdesk Support Technician

Cytel is looking for a helpdesk support Technician, responsible for global technical support to the Cytel users across locations.

As a support technician, you should have a solid technical background combined with IT support service experience: 4+ years. A problem-solving attitude, with an ability to work with the team to resolve issues, ensure high-quality technical support, and increase client satisfaction.

Essential Job Functions:
Install and support PC, laptop, tablet, and mobile hardware and software

Help and support onboard off-board employees equipment requirements, send and return

Help and support office employees’ daily issues on laptops, software, WebEx meeting, Teams meeting, conference room meeting, printers, and IP Phones

Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of the issues and classify their level, priority, and nature.

Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.

Create alternative methods of completing tasks correcting user errors and system inconsistencies to improve the desktop team function.

Document procedures, standards, best practices, configurations, settings, installation sequences, and back-out instructions

Perform server administration tasks, including user/group administration, security permissions, group policies, print services, research event log warnings and errors

New accounts setup and the active directory administration

Troubleshoot problems reported by users and analyze and isolate issues through the helpdesk ticketing system

Office 365 email client setup user and public folder management and troubleshoot

Office 365 SharePoint online support includes file permission, site setup, and troubleshoot

Create and send WebEx, IPPhone accounts, and VPN client setup

Knowledge of Ticketing tool ( we use Manager Engine)

Ready work in the US (EST) time zone in shifts

Competencies:
Experience as an IT Support technician

Hands-on experience with help desk and remote control software

Good written and verbal communications skills

Good knowledge of SLA

Good understanding of license compliance

Good Knowledge of IT SOPs

Technical Skills:
ITIL knowledge and certification

Hardware knowledge

Good knowledge of Windows operating systems desktop as well as Servers

Good understanding of network concepts

Understanding of Software installation, dependencies requirements

Good experience in Windows 10, Office 365 troubleshooting

Experience:
Experience in Helpdesk management, customization of helpdesk, workflows, etc.

Experience in methodologies to improve first call resolution

Experience in managing a team within a Helpdesk environment

Experience in L1, L2, …level support handling

License and hardware Inventory management and updates

Experience with remote user support management

Experience in using Manage-engine helpdesk will be an added advantage

Experience in working with tools such as inTune, ManageEngine, desktop support, etc

Education:
M.S./B.S. in Computer Science/Electronics/Electrical