Cacti Global Looking for Support Administrator II at Mumbai, Maharashtra Full Time

Job listing Job details

Job Information

Work Experience

3 – 5 years

Required Skills

configuration

installation

Location

Mumbai

Education Criteria

B.Tech/B.E.

Industry

Other

Vertical

Technology and Analytics

Domain

DevOps

Sub-Domain

Operations and Maintenance

City

Mumbai

State/Province

maharashtra

Country

India

Zip/Postal Code

400093

Job Description

Job Title: Support Administrator II

Location: India (Mumbai)

Company Overview:
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

Role Summary

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.

Requirements

Competencies Required:
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

Knowledge of:
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