IT Support Engineer

Job Duties & Responsibilities 

• Manage all end user interactions including but not limited to via in-person, telephone, and remote technical assistance for IT supported solutions: 

• Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken. 
• Recovery of corrupted/ failed device data 
• Coordination with IT vendors and contractors 
• Insuring applicable antivirus and malware protection 
• Reporting all non-compliance with IT Policies and Procedures 
• Tracking and reporting movement of devices and changes in installed software 
• Reporting all operational issues and significant concerns to management 

• Screens, prioritizes, and fulfills helpdesk tickets in Jira ServiceDesk and reports on status. 
• Escalate helpdesk requests in a timely fashion to other technicians, as necessary. 
• Track and monitor problem resolution rates and status for all active IT related helpdesk tickets. 
• Conduct day-to-day IT Department organizational tasks, including:  

• Maintain organization and security of inventory for all IT hardware and software. 
• Ordering, receiving, tracking, and distributing purchased products. 
• Organizing and maintaining clutter-free IT storage, staging and personal work areas  

• Follow applicable IT Department and Advarra’s Procedures 
• Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements. 
• Identify opportunities to improve and update software and systems. 
• Other duties which may be assigned to support Advarra’s Mission Statement and Core Values 

• This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner. 

Location  

This role is open to candidates working in one of the following locations: Bangalore. 

Or 

This role is open to candidates working remotely or hybrid in ​[country name]​. India 

Basic Qualifications 

Education 

• Bachelor’s degree or equivalent combination of education and related work experience  

Experience 

• 3-5 years of experience in running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac and Linux platforms are a plus. 

Preferred Qualifications 

• Proficient with Windows 7/10/11 operating systems, Windows Server 2016/2019/2022, Active Directory administration, Email Spam Filter management, VoIP Systems, Microsoft Office Suite 
• Proven experience with end point management tools or platforms, Kaseya preferred. 
• Familiar with workstation security configuration, including local and network accounts, user permission, etc.  
• Advanced knowledge of installing, configuring, troubleshooting, and administering cloud-based services including Microsoft 365, GSuite, Zoom 
• Experience with networking administration (networking, IP configuration, wireless configuration)  
• Strong organization, prioritization and multi-tasking skills 
• Work independently; planning, organizing, scheduling and completing work within deadlines. 

• Maintain a high level of confidentiality and discretion within the IT department. 
• Ability to adapt to changes in technology, equipment and/or processes. 
• Effective verbal and written communication skills and Customer service skills