Responsibilities

– Visiting customer places every day as per the schedule provided.

– Creating the support requests in the Case management system.

– Providing L1 support for Desktops which includes Outlook support, Network connectivity, Network Drives, Printers, scanners and Basic software used.

– Updating support case with the steps used for resolving.

– Escalating support cases when necessary to L2 Support with proper notes and information for the L2 support to resolve the case.

– Interacting with end users and solve the issues raised.

– Proactive checking and document the findings as per the checklist provided.

– Sending daily reports to MSP Manager / IT Head.

Requirements

– Positive, polite and can-do attitude.

– Excellent communication skills to understand and explain the technical problems reported by non-technical users.

– Should be able to learn and get trained to move on to next level.

– Should be mentally strong to handle situations and work under pressure.

– Must have understandings and should be able to demonstrate on the below,

o Different types of Networks and its practical usage scenarios.

o Systems and Infrastructure used in small or medium businesses.

o Knowledge on common end user’s software in SMB.

o DHCP, DNS, AD, File server, NAS, Gateway, Firewall, Cloud services, Office 365,

o Latest threats and best practices to protect.

o Backup and importance of backup

– Should have excellent troubleshooting knowledge on windows 7/ 8/ 10, Network printers, Scanners, Enterprise wireless access points, Enterprise AV.

– ITIL / ITSM processes and procedures.