About the Role
Enthuse customers and provide best experience through best in class hardware, software and technical support services
- Minimum 6 years of IT experience in technical support, fluent English
- Endpoint build & deployment management (Microsoft Endpoint Configuration Manager (MECM / SCCM) , Microsoft Intune, Windows Autopilot, Windows Update for Business / patch orchestration)
- Driver/BIOS/Firmware management (OEM management suites as per client's standards, BIOS configuration baselining)
- Automated testing, validation & telemetry (Windows Hardware Lab Kit, automated smoke/regression, event log + diagnostic capture scripts)
- Security & compliance validation (calidation of EDR/AV agent, disk encryption, DLP, device control, VPN, certificate posture, compliance checks)
- ITSM/Release & defect management (ticketing tool, Azure DevOps, knowledge and documentation management)
- Experience in OS, Apps and H/W installation and troubleshooting depending on project products
- Ability to build relationships, excellent time management skill
- Provide day to day local/remote desktop support (laptops, desktops and peripherals)
- Checking network & connectivity (WIFI, VPN) and testing equipment (network simulators/emulators)
- Management of firmware & OEM diagnostic tools/devices
- Build & image validation setup (mobile device management platforms)
- Handle inbound calls and answer questions
- Troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system