IT Support Engineer
Nexthink
Total years of experience :10 years, 9 Months
- Providing end user technical support to all Nexthink users across the globe.
- Perform hands-on maintenance and support at the workstation level, to include hardware and software technical issue resolution, software installations and upgrades, file backup and restoration activities, and vulnerability mitigation.
- Responsible for On-boarding / Off-boarding for all Nexthink employees, Administer domain security policies, i.e. AD account creation, assign access permissions, and OU placement.
- Administration of Jamf Pro for managing all Apple devices, creation & rolling out policies, deploying & maintaining software.
- Administration of Azure AD for managing all Windows & iOS/Android devices, Intune company portal management, O365 groups, Distribution lists & Shared mailbox's management.
- Responsible for Asset & Inventory management for India, Dealing with vendors for procuring hardware assets, IT peripherals etc
- Maintaining focus on data security, following compliance requirements, company policies, and industry best practices
- Providing IT Support which includes Software & Hardware Support, Installation & OS Support for SignEasy Employees in India & US.
- Handling Technical Operations, Responsible for employee On-boarding & Off-boarding, Asset & Inventory Management, Dealing with vendors for procuring hardware & software as requested by Management.
- Providing Support and Administration of tools like Slack, GSuite(Google Workspace), O365, LastPass, Zoom, Freshservice.
- Administration of Jamf application for managing all Apple devices(Mac & iOS), creation & rolling out policies, deploying & maintaining software, security threats, analysing inventory data.
- Working closely with Compliance Manager for auditing software/systems used, Ensuring adherence to policies, guidelines and SOP’s for access control and Incident management.
- Keeping track of internal tools & software usage and periodically reaching out to stakeholders for renewal/subscription cancellations.
- Creation and documenting IT policy, work procedures and processes.
- Researching emerging technologies, software products, systems to increase Organisations Efficiency and Effectiveness.
• Working in a team of Desktop support analysts to provide on-site support at India for
all WB corporate users, also supporting users of APAC & EMEA region as and when
required.
• Providing desktop support for hardware/software (Windows & Mac systems).
• Monitor all IT asset activity (installs, moves, adds & changes) to ensure an accurate
asset inventory.
• Providing on-site assistance to global server and network teams as requested.
• Foster and maintain a good working relationship with various IT outsource groups
including global service desk & offshore technical teams.
• Assist with knowledge management for the helpdesk, identifying gaps in their
knowledge and providing relevant assistance.
• Working on ticketing tools like SNOW, remote tools like BOMGAR, etc
• Coordinating with DELL and fixing appointments for hardware related issues
• Under direction of the Infrastructure & Operations team lead, gather IT requirements
• Participate in IT projects as and when appropriate.
• Providing technical support assistance via phone and email to all the Duff and Phelps
users (USA, UK, Asia, Europe)
• Identify potential issues and troubleshoot all application related issues.
• Providing support to the end users with their use of all the internal applications like
Microsoft office apps, Infor Lawson, Salesforce, Files Anywhere, Global directory,
WebEx, Cisco Unity systems etc.
• Identify and escalate situations to the supervisors which requires urgent attention.
• Knowledge of providing access rights to the users for network drives/Shared
folders/Exchange server/Active directory.
• Identify new issues and contribute of knowledge base development with system
information, changes, and updates.
• Handling all kind of internal application tickets & issues using the Bomgar remote
support tool for all the global level D&P users.
• Logging all kinds of Incidents, Service requests using the Service Now ticketing tool.
• Builds positive relationship with the user’s and creating knowledge guides to help the
users.
• Providing service and support to clients on all Apple products.
• Troubleshooting, servicing and installing parts on Mac Systems.
• Monitoring and maintaining computer systems and networks.
• Providing technical support to customers via phone and email.
• Handling customers on daily basis and fixing issues for them.
• Quickly responding to customer enquiry and concerns.
• Providing software related support to clients.
• Continuously reviewing performance against Service level agreements.
• Testing and evaluating new technologies.
Providing Service and Support to client systems like Windows and Mac OS.
Troubleshooting, Repairing & Installing new parts in Windows & Macintosh computers.
Providing technical support, working hard to ensure all targets are met and reported to senior management.
Troubleshooting of all types of Hardware, Network, Software installations and configuration problems.
Taking ownership of problems and tracking them to a successful conclusion.
Installing and configuring computer hardware systems and IT software.
Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face to face contact.
Backing up and restoring customer data, assigning Calls to Technicians.
Analysing call logs to spot trends and underlying issues.
Quickly responding to customer enquiries and concerns.
Continuously reviewing performance against Service Level Agreements.
Producing documentation and reports to a high standard.
Testing and evaluating new technologies.
Ability to convey technical solutions in a clear and concise manner.
Handling Front Desk, Monitoring and Maintaining Computer Systems and Networks.
2012-14 Completed M.Sc. (IT) From Sathaye College, Mumbai University.
2008-11 Completed B.Sc. (Computer Science) From Valia College, Mumbai University.
2006-08 Completed H.S.C From I.Y College, Mumbai University.
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