Job description
Roles and Responsibilities:


Respond to incoming support requests via email, or ticketing system in a timely and professional manner.
Diagnose and resolve technical issues related to hardware, software, network, and other IT systems.
Managing support of the TresVista Corporate IT infrastructure and resolving queries within the stipulated timeframe.
Recognizing, identifying, and prioritizing incidents in accordance with customer business requirements, organizational policies, and operational impact.
Provide technical assistance and guidance to users experiencing difficulties with IT equipment or software applications.
Performing daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and applications, and reviewing system and application logs.
Providing timely responses to all incidents, outages, and performance alerts.
Categorizing issues for escalation to appropriate technical teams.
Install, configure, and maintain computer systems, software, and peripherals.
Create and update documentation for IT processes, procedures, and troubleshooting guides.
Collaborate with other IT team members to identify and implement solutions to improve IT infrastructure and systems.
Performing daily system monitoring, verifying the integrity and availability of all hardware, systems, backups and applications
Performing patch management for workstations via Microsoft Intune.
Establishing VLAN, Network policy and configuration on Sophos Firewall.
Collaborating with Internet service providers for maintenance, upgrades, and configuration.
Configuring business specific rules for Exchange online protection on M365.
Configuring and maintaining new SharePoint sites and performing periodic maintenance.
Performing periodic audits with system and application logs.
Configuring conditional access policies on Microsoft Azure for application usage as per compliance guidelines.
Establishing system specifications by conferring with users, analyzing workflow, access, information, and security requirements
Installing new Virtual machines and performing periodic maintenance
Establishing and securing the Internet Gateway with a Firewall system, integrating the VPN system, defining Firewall policies
Keep abreast of emerging technologies and best practices in IT support to enhance service delivery.
Documenting troubleshooting actions in accordance with pre-defined TresVista processes.
Establishing and securing the Internet Gateway with a Firewall system, integrating the VPN system, defining Firewall policies and procedures.
Maintaining the organizations communication system such as telephones and mobile email access.
Troubleshooting on Application Support for end users, printers & MFD, S Windows & Office, Desktops, Laptops, iPad Peripherals, mobile devices, and workplace IT communication & collaboration support.
Prerequisites:

Excellent technical knowledge of computer hardware, IT service-desk
Good understanding about operating systems, such as Windows 10/11, Windows Server 2016/2019
Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent (preferred)
Microsoft 365 Certified Professional
Basic knowledge of Microsoft Office 365 support
Basic knowledge of ITIL process
Familiarity with ITIL framework and IT service management concepts (preferred)
Excellent multi-tasking skills
Good written & oral communication skills
Good interpersonal skill

Experience:

0-4 years of relevant work experience


Education:

Any Graduate


Compensation:

The compensation structure will be as per industry standards

Role: IT Infrastructure Services - Other
Industry Type: Analytics / KPO / Research
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Infrastructure Services

Education
UG: Any Graduate, B.Tech/B.E. in Any Specialization

Key Skills
Windows Server IT Infrastructure Azure Active Directory Intune IT Infrastructure Support VM Ware