• Performing basic and intermediate level technical troubleshooting for IT issues/problems as per the scope defined.
• Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.
• Escalate complex incidents to appropriate 2nd line or 3rd line IT Support teams.
• Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue.
• Provide both remote and on-premise desktop level technical support (if required) including troubleshooting Windows, Linux and MAC OS environments, installing and upgrading software and configuring systems and applications.
• Provide technical and administrative assistance for all IT managed On-premise or SAAS based solutions or applications.
• Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements.
• Responsible for ensuring that all IT policies and procedures are followed.
• Adhere to the IT security and compliance processes in line with Company’s policies and regulations.
• Follow IT procedures, maintain documentations and standards and contribute to IT assets.
• The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.
• Be available to team members to provide direction and communication.
• Consistently monitor the network and system’s bandwidth and traffic. 

• Install and configure computer hardware, Switches, Routers, Operating systems and applications
• Monitor and maintain computer systems and networks
• Should talk to the staffs or clients through a series of actions, either face to face or over phone, to help setting up a system and to resolve the issues
• Troubleshoot the systems and network problems, diagnosing and solving hardware or software faults
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support a roll-out of new applications 
• Responding in a timely manner to service issues and requests
• Set up new users accounts and profiles and deal with password issues
• Respond within agreed time limits to call-outs
• Work continuously on a task until completion (or referral to third parties if appropriate)
• Prioritize and manage many open cases at one time
• Rapidly establish a good working relationship with customers and other professionals; such as software developers
• Test and evaluate new technology
• Conduct electrical safety checks on computer equipment
• Basic knowledge on graphic designing

• Bachelors Degree in Information Technology or Computer Science

• Remote and On-premise technical support for Windows/Linux/MAC environments
• Desktop Applications
• Knowledge of Asterisk server, Windows server, Firewall, Cisco Switches and Routers.
• Internet technologies (WWW \ FTP \ EMAIL \VPN etc.)
• Basic Networking protocols TCP/IP
• Hands-on experience working in one or more ITSM toolsets
• Good verbal and written communication skills (English)
• Ability to work under pressure efficiently.
• Ability to multitask, prioritize and manage workload.
• Self-motivated and self-reliant with ability to work independently.

Apply Instruction:

Intersted candidates meeting mentioned criteria are requested to send their CV at simran@kantipurmanagement.com  by mentioning position applied.