System Admin – End Point Management/4+years/Gurgaon

Principal Responsibilities: • Responsible to provide Level 1 & Level 2 Technical support related to End Point Management products • Answering incoming support requests, inquiries via telephone, email, ticketing system & IM’s to determine if problems are user, software or hardware related. • Provide end-user support for operator errors and will have ability to deliver functionality education and related end point solutions documentation. • Will handle basic & advanced level troubleshooting of end point management products such as endpoint agent and server up/down status issues etc. • Will be responsible to provide troubleshooting and resolution for common or known errors and will have the ability to deliver updates and upgrades (and related documentation). • Will handle basic log analysis and troubleshooting of End Point Management software, including endpoint agent status, server status etc. • Capture details of the issues & escalate to Level 3 or above to OEM support team. • Managing the daily open issues and doing call backs ensuring issues are resolved in a timely manner. • Responsible for keeping the clients informed of progress on issues that can’t be resolved on first call. • Will be responsible for updating, sharing daily calls & tickets trackers. • Reporting and trending on the effectiveness of the solutions and standards • Responsible to investigate causes, tests solutions & suggest solutions in place to reduce daily tickets. • Understanding support desk priorities and objectives and taking an active role in accomplishing them. • Shall be working in a fast pace 24*7 environment
Required Skill Set (Technical + Soft Skills) • Advanced Knowledge of troubleshooting of End Point Management platforms • Must have worked on Endpoint Management Systems including Patch Management, Software Distribution, Asset Management, Risk assessment, Log Analysis & End Point Security • Must be able to handle test and release of applications and Patches using the End point management software • Good knowledge on networking concepts • Good understanding of client server or server/agent environment • Knowledge on basic administration of Active Directory • Knowledge of TCP/IP remote Network Connectivity & remote support troubleshooting • Advanced Knowledge of upcoming technologies and knowledge of corporate IT infrastructure • Strong verbal & written communication is a must • Must be quick decision maker, fast learner having the abilities to perform multiple tasks • Must be strong in documentation, analytical & problem-solving skills • Must be strong in superior customer service and listening skills • Must be organized, result oriented and a team player having the ability to meet the
Education & Experience • Any Undergraduate/Graduate • Must have atleast 4 years of industry & 3 years of relevant work experience • Previous experience of managing End Point Management platforms will be given preference • Candidates with ITIL certifications will be given preference