Job Title: Support Administrator II
Location: India (Mumbai)
Cacti is a “Talent-as-a-Service (TaaS)” marketplace platform that helps bring together global talent seekers, top talent, and skill enhancers under one brand. We also provide Managed Services in the Legal, Legal-Tech, and Tech domains. We democratize access to global opportunities for talented professionals and empower organizations with transparent, outcome-based solutions. We have worked with clients across diverse sectors in the areas of legal and business solutions, contracts management, finance, technology, and analytics
Under the direction of the IT Manager, the Support Administrator II will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.
We’re looking for someone who cares and wants to be involved in our product, mission, and success – way beyond checking off tasks.
Roles & Responsibilities:
PC hardware installation & troubleshooting
Desktop software installation and troubleshooting for local and remote users
Provide Desktop support and problem solving to end-users
Tracking of hardware and software additions/changes
Create / Update FAQ’s and other technical documentation
Participate in creation and editing of IT Support Standard Operating Procedures
Provide escalation support for Helpdesk Technician
Set up, support, and maintain in-house computer systems, desktops, laptops, mobile devices and peripherals.
Communicate the issue statuses and resolutions to stakeholders in a timely manner.
Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word
Keep peers and manager informed of trends, significant problems and delays.
Identify and escalate client issues which may require changes to procedures, standards and systems.
Work in a 24X7 environment – this position requires someone who can come in early, stay late and assist on weekends as the business requires.
Participate in an On-Call rotation which requires after hours and weekend coverage.
Perform other related duties as requested.
Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)
3-6 years’ experience working within a Help Desk, Call Center or NOC environment
Understanding of IT Ticketing Systems.
Able to work independently as well as in a team.
Excellent customer service, organizational and prioritizing skills
o PC configuration, general network operating systems and network topologies/protocols
o Windows operating systems and Microsoft Office products
o Microsoft 365, Azure AD
o Active Directory user administration
o Remote access technologies (VPN, MyApps)
o Automated application deployment (a plus)
o Mobile Device Management
Microsoft certifications a plus
End User Training a plus
Disk level imaging solutions
Strong troubleshooting and research skills – highly curious in nature
Excellent verbal and written communication skills