Senior Technical Infra Specialist - India - Shift Ahead Technologies Pvt. Ltd.

Description

Company Description

Shift Ahead Technologies Pvt. Ltd. based in Pune is dedicated to bridging technology with exceptional service, empowering businesses to transform and thrive. Focused on industries like healthcare, telecom, manufacturing, and hospitality. Shift Ahead Technologies offers cost-effective and comprehensive managed services. Committed to creating significant impact, they believe in creating the best of talent assets for long term, building client confidence.

Role Description for its Operations

This is a full-time remote role for a Senior Technical / IT Infra Support Specialist in US hours. In this role, you will provide advanced technical support to customers, troubleshoot and resolve technical issues, and ensure customer satisfaction through timely and effective resolution. Additional responsibilities include analyzing customer needs, providing excellent customer service, and contributing to continuous improvement initiatives within the technical support team. Role is work from home, consultants not suited for this role and coverage needs to be in US hours (8 am CST onwards)

Experience years

Work from Home model for the right candidate who stays commited. Dual working strictly not allowed

Qualifications & Responsibilities

-Customer technical support:

Provide exceptional technical assistance to our internal customers, addressing their inquiries, troubleshooting issues, and resolving problems across various technologies, such as Windows, AWS, Azure, and Office 365.

• Device Management: Configure, deploy, and manage corporate and BYOD devices using Microsoft Intune (MDM/MAM).

• Policy Configuration: Create and maintain device compliance policies, configuration profiles, and app protection policies.

• Windows Autopilot: Implement zero-touch provisioning for Windows devices.

• Security & Compliance: Enforce security baselines (BitLocker, Defender), manage Conditional Access policies, and monitor device compliance.

• Troubleshooting: Resolve complex issues regarding device enrollment, policy failures, and user issues.

• Automation & Scripting: Use PowerShell for automating tasks, diagnostics, and reporting

• Technical Knowledge: Strong understanding of Azure AD (Entra ID), Microsoft 365, and Mobile Device Management.

• Platform Expertise: Experience with Windows 10/11, iOS, Android, and macOS.

• Tools: Proficient in Microsoft Endpoint Configuration Manager (SCCM) and Graph API.

• Participate in on-call rotation schedules to provide 24/7 technical support coverage when necessary.

• Must have knowledge of hands on windows migration related.

-Issue resolution:

Utilize your strong troubleshooting skills and knowledge of different technologies to diagnose and resolve customer hardware, software, and network issues efficiently.

Document customer interactions, including the details of their issues, troubleshooting steps taken, and resolutions provided using Jira ticketing, in a clear and concise manner.

Compatibility and functionality testing:

Collaborate with the IT team to test and validate system updates, patches, and new releases, ensuring compatibility and functionality across relevant platforms.

-Knowledge base articles:

Create and maintain knowledge base articles to document solutions, troubleshooting steps, FAQs, and best practices in Confluence to empower customers with self-service troubleshooting options.

-Self-Development:

Continuously update and expand your knowledge of AWS, Azure, Office 365, Windows, Meraki's, DataDog and other relevant technologies to stay current with the latest features, updates, and best practices. Stay abreast of industry trends and advancements, actively seeking opportunities for professional growth through training, certifications, and self-learning.

Requirements:

Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).

Proven experience in a technical support role, preferably supporting AWS, Azure, Office 365, and Windows environments.

Strong knowledge of Windows, AWS, Azure, and Office 365.

Familiarity with system updates, patches, and ensuring compatibility and functionality.

Solid understanding of AWS and Azure services, including virtual machines, storage, networking, security, and identity management.

Proficiency in Office 365 administration, including user management, email configuration, SharePoint, and Teams.

Outstanding communication and interpersonal skills, with a customer-oriented approach.

Strong organizational skills and ability to manage multiple priorities effectively.

Ability to provide technical support to customers across different US geographic areas.

Relevant certifications, such as AWS Certified Cloud Practitioner or Microsoft Certified: Azure Administrator Associate, are a plus.

Seek a committed & long term committed resource for our roles

Note: This job description is intended to be a general overview of the requirements and responsibilities of the position. It is not an exhaustive list, and other duties may be assigned based on business needs and individual skills.

Confident candidates having the above skillsets, great communication skills may apply in confidence and requires immediate joining.

Mail with updated CV can be sent to