IT Support Engineer

Job Duties & Responsibilities

• Manage all end user interactions including but not limited to via in-person, telephone, and remote technical assistance for IT supported solutions:

• Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken.
• Recovery of corrupted/ failed device data
• Coordination with IT vendors and contractors
• Insuring applicable antivirus and malware protection
• Reporting all non-compliance with IT Policies and Procedures
• Tracking and reporting movement of devices and changes in installed software
• Reporting all operational issues and significant concerns to management

• Screens, prioritizes, and fulfills helpdesk tickets in Jira ServiceDesk and reports on status.
• Escalate helpdesk requests in a timely fashion to other technicians, as necessary.
• Track and monitor problem resolution rates and status for all active IT related helpdesk tickets.
• Conduct day-to-day IT Department organizational tasks, including:

• Maintain organization and security of inventory for all IT hardware and software.
• Ordering, receiving, tracking, and distributing purchased products.
• Organizing and maintaining clutter-free IT storage, staging and personal work areas

• Follow applicable IT Department and Advarra’s Procedures
• Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements.
• Identify opportunities to improve and update software and systems.
• Other duties which may be assigned to support Advarra’s Mission Statement and Core Values

• This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner.

Location

This role is open to candidates working in one of the following locations: Bangalore.

Or

This role is open to candidates working remotely or hybrid in ​[country name]​. India

Basic Qualifications

Education

• Bachelor’s degree or equivalent combination of education and related work experience

Experience

• 3-5 years of experience in running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac and Linux platforms are a plus.

Preferred Qualifications

• Proficient with Windows 7/10/11 operating systems, Windows Server 2016/2019/2022, Active Directory administration, Email Spam Filter management, VoIP Systems, Microsoft Office Suite
• Proven experience with end point management tools or platforms, Kaseya preferred.
• Familiar with workstation security configuration, including local and network accounts, user permission, etc.
• Advanced knowledge of installing, configuring, troubleshooting, and administering cloud-based services including Microsoft 365, GSuite, Zoom
• Experience with networking administration (networking, IP configuration, wireless configuration)
• Strong organization, prioritization and multi-tasking skills
• Work independently; planning, organizing, scheduling and completing work within deadlines.

• Maintain a high level of confidentiality and discretion within the IT department.
• Ability to adapt to changes in technology, equipment and/or processes.
• Effective verbal and written communication skills and Customer service skills