IT Support Technician II

Trigent Software Private Limited

Job Location:

Pune - India

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Primary/Essential Duties and Key Responsibilities

Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels.
Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant professional and timely manner.
Maintain working relationships with all IT & business resources acts as the liaison between support staff & senior technical resources.
Ensure proper/accurate/up-to-date documentation and categorization for all problems incidents and requests.
Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.
Active Directory knowledge including understanding of GPO Office 365 user/computer/exchange accounts administration for imaging management & client patching as needed.
Install configure test maintain monitor and troubleshoot end-user workstation devices mobile devices and related hardware and software to meet delivered requirements for desktop service levels.
Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.
Generate/Create ad-hoc incident ticket reports as needed.
Develop sound understanding of global IT operations and related applications and IT systems as well as business-related processes and procedures.

Added Responsibilities for Local IT & Desktop Support

Provide on-site support for hardware issues peripheral devices (printers scanners) and network connectivity within local offices.
Perform desktop imaging and deployment for new hires and refresh cycles ensuring compliance with company standards.
Manage local inventory of IT assets including laptops desktops monitors and accessories coordinate with procurement for replenishment.
Support conference room technology (AV equipment video conferencing tools) and ensure readiness for meetings.
Assist with physical network troubleshooting including patch panels cabling and local switches when required.
Coordinate with global IT teams for patch management and security compliance on local devices.
Provide hands-on support for urgent incidents that cannot be resolved remotely.
Ensure local backup and recovery procedures are followed for critical endpoints.
Maintain documentation of local IT processes asset tracking and incident resolution steps for audit and compliance.

Required Qualifications (Knowledge Skills and Abilities)

Customer Service skills
Empathy
Strong analytical skills
Technical Troubleshooting
Teamwork
Good communications skills
Technical proficiency with Windows and Mac Operating Systems
General configuration knowledge of iOS and Android-based mobile devices
Must speak and write English fluently
Exemplary attendance and punctuality

Preferred Qualifications

Basic networking skills
Experience with ServiceNow
ITIL Foundations
2 3 years of relevant work experience

Primary/Essential Duties and Key Responsibilities Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels. Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant professional and timely manner. Maintain working ...

Primary/Essential Duties and Key Responsibilities

Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels.
Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant professional and timely manner.
Maintain working relationships with all IT & business resources acts as the liaison between support staff & senior technical resources.
Ensure proper/accurate/up-to-date documentation and categorization for all problems incidents and requests.
Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.
Active Directory knowledge including understanding of GPO Office 365 user/computer/exchange accounts administration for imaging management & client patching as needed.
Install configure test maintain monitor and troubleshoot end-user workstation devices mobile devices and related hardware and software to meet delivered requirements for desktop service levels.
Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.
Generate/Create ad-hoc incident ticket reports as needed.
Develop sound understanding of global IT operations and related applications and IT systems as well as business-related processes and procedures.

Added Responsibilities for Local IT & Desktop Support

Provide on-site support for hardware issues peripheral devices (printers scanners) and network connectivity within local offices.
Perform desktop imaging and deployment for new hires and refresh cycles ensuring compliance with company standards.
Manage local inventory of IT assets including laptops desktops monitors and accessories coordinate with procurement for replenishment.
Support conference room technology (AV equipment video conferencing tools) and ensure readiness for meetings.
Assist with physical network troubleshooting including patch panels cabling and local switches when required.
Coordinate with global IT teams for patch management and security compliance on local devices.
Provide hands-on support for urgent incidents that cannot be resolved remotely.
Ensure local backup and recovery procedures are followed for critical endpoints.
Maintain documentation of local IT processes asset tracking and incident resolution steps for audit and compliance.