Job Description (Posting).
IT Support (DSS) Engineer Provider who can resolve day to day IT related issues with a focus on End User experienceProvider is ultimately responsible for resolving all Incidents associated with failure or degradation of Services related to EUC EquipmentResolve Incidents associated with EUC Equipment and provide break/Fix support, advice, and assistance to Authorized Users.Experience in End-User computing devices(Computers, peripherals) and Printer SupportExperience in Handling incidents, troubleshooting techniques, RCA(Root Cause Analysis)Experience in at least any one ticketing toolExperience in Mac/Windows platforms and Basic Linux is an advantageExperience in Mac Hardware handling and good troubleshooting skillsWorking knowledge of Mac and up-to-date with the latest in Macintosh technologiesKnowledge of JamfOffice 365 / Antivirus / Compliance tools knowledgeKnowledge of collaboration suites (Microsoft & Google)Knowledge of Mobile Device Management (MDM), MFA (Okta/Microsoft/Google/Duo)Strong communication and interpersonal skillsMust be comfortable working with senior management and stakeholdersGood verbal and analytical skills(1)To monitor and track tickets or change requests and manage SLAs. (2)To Adhere to quality standards, regulatory requirements, and company policies(3) To develop and guide the team members in enhancing their technical capabilities and increasing productivity (4) To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations (5) To work towards continuous improvement and perform root cause analysis on an ongoing basis. (1.) To maintain SOP's and runbooks of the respective technical track. (2.) To attend and handle complex L2 calls (3.) To handle L3 complex calls under L3 Engineer (4.) To provide telephonic and remote trouble shooting support