System Engineer

Do

• Excellent communication skills,
• Ability to Empathize, pacify and handle Irate Customers withExceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating systemIssues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN,Security App etc. over Remote Support
• Answer incoming calls and respond to customer?s emails intimely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources andOffer Solution to customers.
• Research, identify, and resolve customer complaints usingapplicable software.
• Route calls and tickets to appropriate resources and Domains whocan best support he user,
• Document all call information according to standard operatingprocedures.
• Recognize, document, and alert the management team of trends incustomer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.

Desktop Central (Manage Engine) Endpoint Management software

Configuration of proxy and Distribution servers for different locations.
Discovery of computers and servers in the AD and pushing/installing DC agent in the systems. Grouping of systems based on priority.
Hands-on experience with upgrade process of the Desktop Central servers and the agent in all connected systems.
Work in sync with AD team for policy rollout through DC agent.
Download patches and softwares and distribute to required teams after sanity check through IT Security Team
Desktop (ME) Server Management
Keeping a check on the Patch Database on a regular interval and test and evaluate patches and roll out patches in a scheduled manner.
Scanning of systems to locate any unwanted software and their removal process.
Standard report will be covered and if need customization in report will coordinate with OEM (Manage Engine) based on support contract.
OOTB Standard Integration with Manage Engine Tools.
Security Audit compliance and support
Support as per customer calender and holidays.
Support during non-business hours for critical support.
Service Request fullfillment/CHange and Incident Management and adherance ot SLA
Software Distribution & Patch management