End User Support Technician

Location: Prakāshamnagar

GENERAL FUNCTION

We are currently looking for an End User Support Technician to support our MFSG India Corporate office users. In this role, you will provide premium support to all our end users in MFSG India and white glove treatment for our executives. You will also be responsible for the deployment of various software packages to our end user devices through SCCM, and setup & maintenance of corporate laptop hardware for MFSG India users.

Duties / Responsibilities:

Provide White glove service & support in all interactions with ELT (Executive Leadership Team) and SLT (Senior Leadership Team), and their administration staff while prioritizing value and urgency.
Provide IT support for on-site events and meetings including site setup, testing, coordination with venue IT/AV contacts and stand-by support.
Support for the End User Mobility devices (IOS/iPhone/IPads) - VIP and home-based office (HBO) user support
Collaborate with IT teams and SMEs to ensure timely troubleshooting and resolution of technical and functional issues.
End User Support (Software/Hardware)
AD/O365 account support
Microsoft Authenticator – MFA
Desktops
Laptops
MFP (Multi-Function Printers)
Tablets (Android / iPads)
VDI (Virtual Desktops)
Hardware Asset Management
Refurbishment
Shipping/Receiving
Inventory Management
Support for Operating System, base load software, MS Office suite and other business applications
Access related issues with password, security, application configuration and troubleshooting, and general inquiries
Research questions using available resources advising users on appropriate action; provide adequate training to end users.
Follow standard EUS and IT Security procedures and log all interactions in the ITSM system.
CMDB asset management
Management, maintenance, and deployment of desktop images.
Familiarity with basic networking to troubleshoot Network and Telecom related issues at our India Office.
Identify and escalate situations to various IT Teams if technically complex or if it requires urgent attention.
Own key initiatives and drives through completion with minimal supervision.
Motivated and enthusiastic with Great Personal skills
Perform other duties as assigned.
Current valid driver's license
Reliable transportation to and from the Corporate Office in Hyderabad India.

EDUCATION

Associate or bachelor's degree in software engineering, Computer Science, IT, Computer Engineering, or similar education or work experience.
ITIL certification and/or relevant industry certifications preferred.

EXPERIENCE

Minimum of 3 years' experience in IT Support/Desktop Support/Service Desk Roles.
Minimum of 2 years' experience with deployment tools (SCCM, PDQ, Altiris, etc.)
Experience managing and maintaining desktop images.
Experience supporting executives is preferred.

SKILLS

The ability to manage and articulate complex issues.
Strong background in Microsoft Windows Active Directory & Microsoft 365 Environments.
Experience leveraging geographically diverse and offshore IT support teams.
Excellent Oral communication (customer interaction, requirements analysis)
Experience troubleshooting corporate desktop hardware and software.
Understanding of networking fundamentals & troubleshooting such as TCP/IP, DHCP, and DNS protocols.