Overall purpose of the job:- Progress Incident/Change/Problem tickets via ServiceNow in an MSP environment adhering to SLA's, OLA's & KPI's- Provide 1st and 2nd Line remote desktop support to Exponential-e customers with occasional customer site visits.- Provide the highest standard of customer service promoting NPS feedback.- Primarily responsible for managing and owning support tickets and driving customer issues through to resolutionKey responsibilities for this job:- Respond to support calls as assigned within Service Level Agreements.- Maintain an understanding of the internal escalation process- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisation.- To be a highly motivated team player with the skills and ability to manage changing priorities.- Setup/Configure/Maintain/Administer desktop computers and peripherals and test network connections.- Physical Workstation and peripheral relocations.- Performs general preventative maintenance tasks on computers, laptops, printers.- Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets); - Escalate issues and involve Service Desk wherever required to resolve an issue as quickly as possible.- Attend customer site a few days a month.- Any other fair and reasonable task or duty assigned to you by your manager or other senior Exponential-e Ltd staff memberKnowledge and experience required:- Experience in managing/troubleshooting Windows Desktop Operating Systems- Experience in Microsoft Exchange, Active Directory, Windows Server & Desktop, SQL Server technologies- Experience in managing/troubleshooting VMWare and/or Virtualisation technologies- Experience in using ITIL based ticketing system (ITIL foundation preferred)- Knowledge of Networking (DNS, DHCP, PING, TRACERT, NETSTAT, NBTSTAT, TELNET, FTP, FTPS, SFTP)- Desired skills in Microsoft System Centre, Intune, 365, Team Calling and SharePoint an advantage- Applicants will ideally be either MCP, MCSA, MCSE or VCP certifiedAbility to commute/relocate:- Ixtapaluca, Méx.: Reliably commute or planning to relocate before starting work (required)**Experience**:- window server: 5 years (preferred)- ITIL: 3 years (preferred)- networking: 3 years (preferred)**Speak with the employer**+91 7486043065
