Provide Technical Level 2 support for all Microsoft technologies related issues.Work on a 24x7 Shift. Act as the Shift lead in the shift and take ownership.Serve as the first point of escalation within the 24x7 Support team, take ownership of the problem tickets and take part in advanced end-to-end troubleshooting.Diagnose and resolve complex technical faults after conducting root cause analysis.Systems monitoring: Monitor system alerts and triage and action them accordinglyCreate and update high-quality, Process documentation to address known issues, workarounds, and service requests and maintain the knowledge base.Work with other Teams to fulfill service requests related to the supportive environments.Daily incident reports and weekly ticket spot check reports assist with the monthly statistics reports.Mentor and train associate engineers on best practices and troubleshooting, and automation.

Provide Global IT support as a member of 24×7 operations teamTake the ownership of 1st level support globally and escalate to the next level support.Provide IT support remotely to staff in a variety of locations by diagnosing and resolving a wide range of Windows System & applications related tasks.Monitoring the ticket queue and assign tickets among the team members and properly escalate unresolved issues to appropriate internal teamsClosely working with Level 2 engineers to ensure that the shift is running smoothly. Maintains the minimum standard of handling incidents and follow up with end users to ensure their IT systems are fully functional after troubleshooting. Managing Windows 10 workstation and other windows services/roles such as DNS, DHCP. RDP, and group policy administration. Install Operating Systems (Windows 10), software, hardware (Dell, Lenovo), manage and administrate endpoint security solutions (Carbon Black, Microsoft Defender)System monitoring: all the Servers (windows 2008/2012/2016), network and cloud-based systems and email security gateway (Azure, Proofpoint)Network monitoring Monitor infrastructure alerts via New Relic and triage them accordinglyManage, configure, and troubleshoot Apple Mac computers.Microsoft 365 administration- Managing Exchange Online and SharePoint Online related tasks and issuesManage M365 licenses and access requests in accordance with company policies.Troubleshooting technical issues such as email delivery failures or authentication problemsWork with user guides and instructional documentsSupport the provision and maintenance of the network, associated software, and connectivity managing any service disruptions within agreed service level agreements and identifying and resolving faultsDeploy software applications and windows updates via Microsoft System Centre Configuration Manager (SCCM)Manage Microsoft 365 security administration in collaboration with the information security team.

Duties and Responsibilities :-Day today system administration and support on cloud infrastructure, servers, software applications to make sure that business application systems are up and running for end users. Attend to service desk support tickets and resolve level 1/ level 2 support issues/request under minimum supervision.Escalate unresolved issues immediately to your senior engineer or manager in a timely manner. Be vigilant and keep close eye on all IT related security breaches and system Vulnerabilities that could potentially harm the business applications/ data loss. Maintain and administrate groups endpoint security protection system and review scheduled reports. Deploy security patch updates, virus signature database updates for servers and endpoint systems. Actively participate on new IT system deployment projects. Complete the admin functions related to internship on a timely manner, such as updating goals in the company HR system (BambooHR), and time writing (Harvest). Development of materials for the internal use and improvement of the quality and service offering by PMsquare.

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