Duties and Responsibilities :
Identify and ensure proficiency with all software / hardware used and supported by the organization.
Field incoming service desk requests promptly and courteously documenting all pertinent end-user information while building a positive rapport and eliciting problem details from help desk customers.
Apply diagnostic utilities and access software updates, drivers, knowledge bases, and other resources to aid in troubleshooting, problem resolution, and post-resolution quality checks.
Perform hands-on "fixes" at the desktop and user levels, including, but not limited to installing and upgrading software, configuring systems and applications, and ensuring preventive maintenance.
Record, track, and document the help desk request problem-solving process.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Assist other Support Technicians with troubleshooting and share technical knowledge as needed.
Also, the employee is responsible for other duties as assigned, including, but not limited to, on-call availability.
To perform this job successfully, an individual must possess a team spirit and be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and ability required.
Provide desk support for PCs and software applications for internal customers.
Provide support for Secure CX operations.
Provide support for Secure CX infrastructure.
Knowledge of desktop and server networking.
Familiarity with log scrapping utilities
Fundamental knowledge with Microsoft SQL (basic table queries)
Results-oriented with proper planning, organization, and time management skills.
Self-motivated with the capability to drive tasks to completion while working independently.
Strong drive for continuous learning; keeps abreast of changes in the current field and new technology.
Positive and upbeat personality with a strong desire to help others
Consistently demonstrates a strong customer service orientation.
Advanced English Skills
Education and Experience :
Shell / PERL / Powershell scripting Language
Dev OPS - Kubernetes, Docker, DevOps, Linux, CI / CD ( Jenkins ) , GitLab
Middleware Technologies - WebLogic , Apache , IIS , Tomcat
Databases : MYSQL, MSSQL and Oralce
Added Advantage - Python, ELK Stack , Rabbit MQ, AI & ML
Ability to work a flexible schedule due to 24X7 support where needed