Help Desk Support Engineer

We are looking for talented HelpDesk Support Engineers who will be primarily responsible for handling technical support operations. Responsibility includes driving issue resolution / identifying root cause and fix, ensuring availability of service, managing sufficient metrics/monitors/alarms, performing maintenance and bug fixes and minor enhancements.You must be very comfortable and confident working on Microsoft 365, Azure AD, Active Directory (User, Group, and GPO management), PowerApps, VMWare, Windows Server, File share like GDrive/dropbox, Linux Ubuntu) infrastructure.

Responsibilities:

• Responsible for providing chat, email and video-call based technical assistance on MS 365,Azure AD.
• Provides L1 remote support on MS products and applications, helps clients answer queries related to it, how to navigate or use the functionality, identify bugs, feature requests; if required need to escalate or file bug with next level
• Provide alert monitoring and email support to Abacus IT Infrastructure team from 9 pm EST to 6 am EST, seven days a week. Scope of this project includes meeting with US team, clearing ticket backlogs, attend new tickets & email and close tickets or
  escalate with comments. Following technologies included in the first phase of this support model.

Technology stack:

Office 365 Azure AD PowerApps VMWare Networks Windows Server File share server

Desirable Skills And/or Abilities Required:

• At least a year’s experience in a technical Help Desk role (preferably within a Managed Services environment).
• Decent verbal and written communication skills in English are must and be able to demonstrate the initiative and confidence to proactively communicate with customers.
• Strong organizational skills and attention to detail.
• Good team player who is equally comfortable working alone or as part of a team.
• Availability to work in standard IT shifts (3 x 8 hours shifts) on rotational basis.