Technical Support Executive

Primary objective of the Technical Support Executive is to maintain the current IT infrastructure Operational, while providing the highest standards of technical assistance without the jargon and provide an outstanding experience towards all SYNERGEN employees and clients.

Ideal candidate should be a good team player and be able to coordinate the work with other IT team members working in different shifts and locations. Additionally, should possess excellent communication skills in English (both Verbal and written), excellent work ethics with a positive attitude and be passionate about the work they do. The ideal candidate must be able to work in different shifts in a 24 X 7 environment (including late shifts between 6pm to 4am) between multiple locations and be able to work extra hours as and when required.

Duties & Responsibilities:

• Provide Technical support on troubleshooting issues in Desktops, Laptops, and all other Hardware equipment such as Printers, Desk Phones, Network Equipment Etc. for a Smooth IT Operational infrastructure.
• Identify IT Issues, troubleshoot and resolve with Strong customer-focus and problem-solving attitude.
• Respond to assigned IT support tickets, resolve them within IT SLA with user Satisfaction.
• Keep users informed about their IT Support Tickets and maintain Required IT Documentations and Technical Documentations.
• Provide first-line investigation and diagnosis of all Incidents and IT Support Service Requests.
• Perform Regular (Daily / Weekly / Monthly) checks on servers, workstations, PC’s and Laptops.
• Perform Regular (Daily / Weekly / Monthly) backups of servers and systems and test the reliability of performed backups.
• Install and configure Computer Systems, Operating Systems, Software Systems, Setup Access and troubleshooting various IT Issues with maintaining the Standard IT Policies and Procedures.
• Constantly monitor the network links and external services and pro-actively coordinate with ISPs and System Vendors if any anomalies found.
• Collaborate with other IT Team Members and work on improving the current systems and practices.
• Maintain the ISO 27001 & ISO 9001 standards.

Skills and Technical Qualification:

• Minimum 1 year of hands-on experience in L1 or L2 IT Infrastructure & systems Support.
• At least 1-year experience in an IT customer service delivery and IT operations environment.
• Hands on experience in managing Windows server & Windows client environments. Ability to work with Linux servers would be a definite advantage.
• Ability maintain Active Directory, DNS, DHCP, VPN and WSUS services, and knowledge in TCP/IP, VLANs & RDP environments.
• Ability to Maintain IT Infrastructure Networks, IT Equipment’s, CCTV, Access Control systems, Soft PABX systems etc.
• Sound knowledge in managing cloud and on-premises Infrastructure & backup solutions.
• Sound knowledge in managing office 365 and cloud infrastructures such as MS Azure and AWS.
• Sound knowledge in server virtualization with VMWare and MS Hyper-V.
• Ability to work Independently with minimum supervision in a Team Environment.
• Knowledge in ITIL best practices & IT service management will be a definite advantage.
• Knowledge in ISO 27001 standards will be a definite advantage.

Academic Qualifications:

• Academic Qualifications: A Diploma in IT/Computer Science/Networking/Computer Hardware and/or Higher Diploma in IT/Computer Science/Networking /Computer Hardware from a recognized University or an equivalent qualification.
• A Degree in IT/Computer Science/Networking from a recognized University or equivalent qualification would be an added advantage.
• VMWare / AWS / Azure / MCSA / MCSE / MCITP vender certifications would be an advantage.