Helpdesk Support

Infrastructure/Engineering Rajasthan, Jaipur


Description

Job Description

The Helpdesk Tech will provide proactive and reactive services for Rightpoint’s Managed Services clients.  The scope of work includes ticket management, triage, and L1 - L2 technical support for end-user, application, infrastructure, and cloud.  Proactive work includes project support, system administration and maintenance.  The Service Desk Tech will join the Managed Services DevOps/NOC team that provides 24x7 support in a fast paced and dynamic environment.    The ideal candidate should have the aptitude to manage multiple clients and tasks.    Prioritization of work and time management is crucial.  The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking and have an approachable attitude and personality

 

Responsibilities

  • Provides professional, remote (from the RP office) support in a fast-paced environment
  • Provide front line remote support for incoming requests and manages these requests in the Help Desk ticketing system as they progress towards resolution.
  • Responsibilities includes triaging, routing, alerting, issue isolation, troubleshooting and resolution of systems and applications
  • Identifies recurring problems, works with the team to identify the root cause, then plans and executes the necessary steps to eliminate possibility of reoccurrences
  • Own and contribute to the Knowledgebase
  • Prepare and support product launch/go-lives
  • Conduct scheduled maintenance, patching, and deployments
  • Implement, deploy, and migrate systems and applications
  • Take part in the pager rotation to provide support coverage during non-business hours
  • Training will be provided

 

Minimum Requirements

  • A minimum of 1+ years of relevant IT experience in Service Desk, Application, and System Support
  • Exposure to Infrastructure Technologies – Servers, SANs, Windows Server.
  • Exposure to Network Technologies – Routers, Switches, Firewall, UTM, LAN/WAN.
  • Exposure to Cloud Technologies – Microsoft Azure, O365, AWS, Rackspace
  • General knowledge of Web Application – Web Servers, IIS, Web Technologies
  • Exposure to and understanding of ITSM/ITIL and ticketing system a plus
  • Exposure to and understanding of RMM tools a plus
  • Good verbal and written communication skills
  • Ability to troubleshoot and resolve application and system issues
  • Exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.) are desired