Act as a single point of contact for phone calls and emails from US/European user regarding IT issues

and queries

▌ Respond to customer requests via phone and e-mail in a timely and accurate manner

▌ Experience with ticketing tools (Service Now, BMC Remedy ITSM tool etc.)

▌ Escalate complex issues to appropriate teams for resolutions

▌ Strong understanding of computer, network, installation, and troubleshooting

▌ Provide L1 support for Servers/network, applications and operating system, handheld devices (Active

Sync), password reset, account unlock etc.

▌ Experience in Active Directory, DNS and DHCP is necessary

▌ Proficiency in administering windows Operating Systems/servers

▌ Install, upgrade, configure and maintain server systems hardware and software

▌ Implement application systems, in partnership with IT Solutions personnel

▌ Investigate and resolve application problems

▌ Address operational system issues including file and share permissions, user accounts and installing

applications

▌ Familiar with other windows Server roles and features

▌ Incidents & service requests handling accurately following the ITIL practices

▌ Provides communication to the end user on the progress and status of the issues "as needed"

▌ Proficient in Remote Infrastructure Management/Support

▌ VPN, remote dial-in users, laptop, desktops, printers etc.

▌ Knowledge of troubleshooting Citrix, QTP, Oracle, ERP, DBA, SSL certificates, CRM tools, Microsoft

Outlook, OWA, Microsoft Lync, SharePoint, and LiveMeeting will be added advantage

▌ Handling customer/end-user escalations effectively and efficiently to ensure a timely, satisfactory

solution is provided

▌ Identifying pain areas or potential areas concern within the client IT Environment and assist

in Incident Management

▌ Should be flexible to work in fixed/rotational 24x7x365 shifts