Job Summary - A mid-senior level Deskside support technician.Years of experience needed - Candidates should have at least 5+ years of experience in building laptops and desktops using Microsoft Intune/ Autopilot environment and providing support to end users on M365 Suite products.Mandatory MTechnical / Non-Technical Skills: Strong 2nd line technical skills and Excellent customer care skills VIP ticket handling IT Asset management Process & SOP Documentation ITIL processes knowledge Trading floor office IT support experience Willingness to Sync with Offshore teams to discuss and work on different issues. Windows 10 client OS Auto pilot (Intune) device management Hardware VPN expertise (Cisco Meraki) Microsoft surface book hardware/ driver troubleshooting Microsoft Office 365 Dynamic 365 & ServiceNow based ITSM & Asset management experience. Minimum 1-year experience in Data Centre Operations and good knowledge in Networking concepts Software and Application Troubleshooting Bloomberg terminal installation and troubleshooting Drive high level of customer service and satisfaction Manage incident and service request queues to ensure SLAs are met Provide hands on resolution of 1st to 3rd line software and hardware incidents where required Work with offshore capabilities to deliver efficient and effective service Review and take part in problem management activities Fulfill service requests for varied IT equipment Drive compliance to internal and external processes and standards Initiate service improvements to the overall service Maintain knowledge repository documentation Take part in change management activities as required Flexibility to work in shifts during business hours Willingness to travel to user home/ remote offices Willingness to work during non-business hours and weekend for high priority work Ability to work with multiple teams to ensure deliverables are met Ability to develop relationships with suppliers and drive their teams to deliver to time frame Capable of delivery against tight deadlines Ability to work off their own initiative Certifications Needed: M365 Windows 10 /11 Diamondpick
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