To provide IT support (including desktop and application support) to 1E staff based in our offices in New York, London, Dublin, Sydney and Noida as well as remote users in home offices and customer sites. To support and assist with enterprise projects and services, as agreed with the Head of Business Technology. You will be working in a small supportive team based in Noida. You will be given the opportunity to work on diverse projects and exposure to the latest Microsoft and enterprise scale technologies. Although this is fundamentally a first-line support role you will develop skills & knowledge with Microsoft Enterprise technologies that will substantially advance your career
End User Support
Provide initial response, and first and second level support for end-user IT issues / queries for all staff.
Resolve or escalate support issues in a timely manner, accurately logging the details.
Track all Internal IT issues and document issue resolutions / work done using helpdesk software to provide internal case tracking.
Process all new starters and terminations/resignations, using the Internal IT Starter/ Leaver checklists.
Build new PCs and laptops, troubleshoot hardware issues and escalate as required.
Provide training on internal IT systems & policies to new hires and provide on-going IT best practice education for current employees.
Provide regular updates and improvements to Internal IT policies & methodologies on the IT Help page and IT Knowledge base.
Provide support for all departments in using central company applications including Office 365, SharePoint and Skype For Business.
Provide first level support for internal system issues, including break / fix service for staff, escalating to UK IT team and 3 rd party suppliers when necessary.
Maintain inventory and documentation for office systems, hardware & software.
Carry out routine proactive tasks to reduce system downtime.
Networking / infrastructure
Provide first and second level support for network issues, escalating to 2nd / 3rd line support and 3rd party suppliers as necessary.
Inventory / asset management and documentation of network, infrastructure and mobile communication devices.
Cable management and racking of new hardware.
Carry out routine proactive tasks to reduce infrastructure downtime.
Key Experience & Qualifications
Good customer service
Minimum 4 yearsĂ˘ÂÂ experience providing technical support in an IT team.
Working knowledge of Windows 8 and 10
Working knowledge of Server 2008R2, 2012 & 2016
Understanding of networking, switching and routing, VLANs, Virtualisation
Juniper Switch management and Support
Checkpoint Firewall management and support
SonicWall Firewall management and support
Professional and flexible approach.
Working knowledge of network routing such as BGP, OSPF, RIP etc.
Managing and upgrading network switches and routers
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