Engineer I End user Support - Pune - confidential

    confidential
    confidential Pune

    1 day ago

    Full time
    Description

    Accelya is seeking an Engineer I - End User Support (L1 or L2) to manage and support end-users, ensuring the smooth operation and performance of Windows devices, related systems, software, and end-user technologies. You will handle device configuration, OS installation, troubleshooting, and software installation, and oversee network connectivity and technical support. Your strong knowledge of Windows administration, SCCM, Intune, Active Directory, and ITIL processes will be crucial in maintaining an efficient and secure IT environment.

    Key Responsibilities:

    • Windows Device Management: Configure and maintain Windows devices, ensuring a thorough understanding of OS installation and upgrade processes. Knowledge of Auto-pilot process is a plus.
    • Software Installation and Management: Oversee software installation and updates, possessing basic knowledge of software deployment processes and tools (SCCM/Intune).
    • Technical Support: Provide L1/L2 technical support and troubleshooting for hardware, software, and network issues. Demonstrate good understanding of Windows OS (Windows 10 and 11), including log reading capabilities and the use of Event Viewer to diagnose and resolve issues.
    • Network Knowledge: Support basic network connectivity issues, including troubleshooting network problems.
    • Windows Administration: Administer Windows environments, including user accounts, permissions, and system configurations (mainly for L2 level).
    • SCCM and Intune: Utilize SCCM and Intune for device management, software deployment, and policy enforcement.
    • Active Directory: Manage Active Directory environments, including user account management, group policies, and permissions as per basic L1/L2 scope.
    • Documentation and Reporting: Maintain accurate documentation of IT processes, configurations, and troubleshooting procedures. Provide regular updates on IT operations and issues.
    • Team Collaboration: Work closely with other IT team members and departments to resolve issues within SLA and support IT initiatives.
    • Compliance and Security: Ensure IT systems comply with company policies and security standards. Implement best practices for data protection and system security.
    • ITIL and ITSM Tool: Follow ITIL processes and use global ITSM tools to track tickets and manage delivery.

    What do you need to know

    • 1-3 years of experience in Windows device configuration, OS installation, and troubleshooting, with a deep understanding of OS installation and upgrade processes.
    • 1-3 years of experience with software installation and management, including a strong grasp of software deployment processes and tools.
    • Good knowledge of Windows 10 and 11, including log reading capabilities and troubleshooting using Event Viewer.
    • Basic experience with SCCM and Intune for device management and software deployment will be a plus.
    • Basic knowledge of ITIL process framework and ITSM tools such as ServiceNow, ManageEngine Service Desk Plus (with basic knowledge of Service/incident/problem/change management) will be a plus.
    • Knowledge and experience managing and supporting Active Directory environments at L1 level.
    • Excellent problem-solving skills and the ability to work under pressure.
    • Strong communication skills for effective collaboration with team members and end-users.

    Critical Experience & Qualifications:

    • Experience in global delivery with a diverse team and the ability to operate with urgency.
    • Superior customer service mindset and solution delivery focus.
    • Great communicator with the ability to interact with a wide variety of stakeholders and present the business side of technical topics to diverse audiences.
    • Thirst for learning and personal development.
    • BA/BS/BE/B.Tech/B.Sc./BCA/BCom degree or equivalent.
    • Microsoft or other certifications against the technologies mentioned above is a plus.

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