Senior Support Analyst
Futran Tech Solutions Pvt. Ltd.
Senior Support Analyst
Location- Redmond, WA
Full Time
Primary Responsibilities:
- Carry out the advance level of troubleshooting on Windows OS and applications
- Responsible for guiding L1 resources technically
- Work in a 24 X 7 Environment. (Rotational shift)
- Extend technical support the Clients over various modalities like web tickets, calls and chats.
- Good communication written and verbal.
- Responsible for the uptime of the various client projects being managed / monitored.
- Ensure that the tickets raised per shift are closed as per SLA, if not escalated as per the escalation metrics defined.
- Raise and technically update the tickets in ticketing system for all the issues handled / worked upon.
- Shift report generation on daily issues handled / escalated in the form of Daily reports.
- Ensure earlier resolution to the issues to meet SLA
- Co-ordinating with Resolver teams whenever required & resolve issues by minimizing downtimes.
- Detection of ongoing issue trends, calling out Outage and engaging with resolver team as well as impacted groups until mitigated.
- Customer related sundry activities
- Creation of Knowledge base
- Awareness of OS related securities
- Self-development through training
Skills Required-
- Strong Knowledge on Windows: Troubleshoot issues related to OS, Registry, BSOD, BIOS Update, Networking elements.
- Virtualization: Hyper-V / VMware
- AD/AAD/HAADJ/MDM/Intune, Virtual Desktops, Remote Gateways, DHCP, DNS, TLS, SSL
- Hardware: Installation & configuring of multi-OS, Peripherals, Components, Drivers, Troubleshooting and Installation
- Strong Troubleshooting and problem-solving skills, handling multi-tenant activities.
- Knowledge of ITIL Foundation
- Preferred Technical certification on Azure, Windows Administration, SCCM, MDM will be added advantage.
Vacancy posted 15 hours ago
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