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Information Technology

Encora Inc Looking for IT-Service Desk Support at Bengaluru, Karnataka, India Full Time


IT Support

Important Information

Experience: 2-4 Years

Job Mode: Full-time or Part-time

Work Mode: Hybrid

Job Summary

As an IT Support professional, you will play a crucial role in maintaining and improving the functioning of the company’s information systems department. Your responsibility will be to ensure the optimal operation of computer systems, telephony, and networks at the assigned location. You will also assist in the implementation of projects aimed at identifying and evaluating new technologies/tools and implementing them as required.

Responsibilities and Duties

  • Helpdesk Support:
  • Review and attend in an expeditious, efficient and innovative way, the tickets that are generated and that come to your attention, and include the time dedicated to the solution of the problem or event.
  • Assist with user account management, including password resets and access rights management and software installations.
  • Manage email accounts in the corresponding tool according to corporate guidelines (creation of new accounts, backup and deletion of accounts of personnel leaving the company, generation of email traffic s, etc.).
  • Coordinate the installation of equipment, software, environment configurations, remote use of equipment and provide support according to company guidelines.
  • Support in the administration of software licenses, verifying that they are used appropriately and in case of vacancy return them to the pool. Escalate situations that may affect the company’s licensing.
  • Support the internal systems management process when necessary.
  • Monitoring and Maintenance:
  • Monitor the virtualization infrastructure, as well as virtual servers; verifying daily the alerts that are generated in order to proactively detect any problems and resolve them as soon as possible.
  • Review and monitor daily the proper functioning of servers, virtual machines, computer equipment, network components, both wireless and structured cabling and troubleshoot any problems that arise with them in case of failures.
  • Constantly verify that servers and virtualization equipment are powered on and working properly.
  • Review that the programs and systems related to the company’s camera monitoring, alarm and access control system are working properly.
  • Ensure that the consoles of the different print servers are active correctly and that the print queues are kept clean and problem-free.
  • Ensure appropriate use of bandwidth by controlling the authorizations given at the sites and complying with the rules in the web access system.
  • Periodically verify that the EndPoint console is working and that all computers are up to date, correct errors, perform program exclusions in the EndPoint console and register or delete users and computers included.
    • Monitor the proper functioning of the PBX (configuration changes, addition of devices such as IP phones, VoIP devices, and changes in call handling procedures) and that the pricing system is appropriate.
    • Ensure preventive maintenance of equipment according to corporate guidelines.
  • Security and backup:
  • Ensure network security, using appropriate web site filters, endpoint monitoring tools and the like.
  • Validate the proper management of server backups (Virtual Machines) on a daily basis and periodically verify that the information is being backed up correctly (perform verification recoveries).
  • Identify, define, plan, simulate and execute internal systems business continuity plans.
  • Business alignment and budget management:
    • Support in identifying the needs of Product Owners and aligning them with corporate objectives.
    • Support in the identification, monitoring and compliance with established budgets for internal systems.
    • Documentation:
    • Create entries in the “Knowledge Database” tool, indicating the details of the solutions that generate knowledge and allow employees to independently solve problems.
    • Generate periodic s on equipment performance and utilization (sites visited, bandwidth consumption, etc.).
    • Prepare periodic s for the leader on the execution of assigned tasks.
    • Maintain and update the IT section of the Intranet.
    • Customer Service:
      • Ensure satisfaction through the provision of high-quality services.
      • Technical Skill Set
      • Install desktop OS, messaging client, applications such as Office Suite, Adobe Acrobat, WinZip, as per software deployment policy, and add or remove accessories, peripherals or mobile devices and configure PCs
      • Configure desktop and laptop as per the desktop/laptop standardization policies
      • Configuration of internet settings and proxy settings
      • Configuration of mail clients and troubleshooting mail client related issues
      • Troubleshoot and resolve desktop / laptop OS issues
      • Isolate system issues; diagnose standard software issues and hardware issues to respective vendors
      • Troubleshooting printer / scanner related issues at users desktop/laptop and ing hardware issues to vendors
      • Manage disk and folder sharing, and permission settings on desktops
      • Assist users in accessing applications based on standard SOPs
      • Installation and configuration of application clients (as per SOP)
      • Vendor co-ordination in terms of Call logging, tracking and closure for OEM calls pertain to hardware, software and networking support
      • Provide VIP support to the identified list of users.
      • IT Inventory Management
      • Keep track of in scope IT inventory equipments inventory
      • Maintain information like, serial number, asset code( Make and Model), warranty and AMC status, Location etc.
      • Track & Monitor warranties of all hardware assets in scope. Updating IMAC changes, collect and maintain software (MS Office, Outlook ) in licenses category, (business applications are out of scope) .
      • Manage and Maintain delivery Challans, gate pass etc., related to movement of Assets
      • Provide the inventory & Asset Data through a monthly ing process in a mutually agreed format.
      • Asset Tagging for in scope assets using the tools and asset tags
      • Provide update on asset moving to end of AMC/ Warranty
      • Coordinate for material movement as per requirement, maintain separate asset list for refresh, pool assets & other BAU requirements.
      • Provide Monthly Asset Management
      • Track and update all machine movements
      • Discover Software licenses on workstations using IT inventory tool and produce software license inventory .
      • Broad knowledge of hardware troubleshooting, upgradation and repairs of all apple hardware Like Mac pro, MacBook, MacBook Pro, MacBook Air, iMac, iMac pro, iPad and iPhones.

    Qualifications and Skills

    • Hand on experience in trouble shooting windows and MAC machines.
    • 3-5 years of experience in supporting users through phone / remote session.
    • Basic DNS knowledge.
    • Advanced O365 knowledge
    • Creating user accounts, reset passwords, unlock account etc. in AD.
    • Creating security /distribution groups.
    • Basic Knowledge about Proxy server.
    • Basic Knowledge about IP address, VLAN.
    • Troubleshooting VPN client.
    • Troubleshooting of MAC OS and Windows OS
    • Troubleshooting Outlook and other software installations.
    • Strong knowledge of Microsoft based operating systems.
    • Basic knowledge in Antivirus software.
    • Trouble shooting IE, Chrome, Mozilla and other browsers

    Portuguese and Spanish proficiency

    Role-specific Requirements

    • Technologies:
    • Skillset competencies:

    About Encora

    Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

    At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

    Job Overview

    • Date Posted:
    • Job Title: Encora Inc Looking for IT-Service Desk Support at Bengaluru, Karnataka, India
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