As a Global IT expert, you will be responsible for providing exceptional technical support to our internal users across various locations worldwide in 24x7 environment. Your primary focus will be on managing the team sitting in different countries and troubleshooting, resolving issues related to O365, Citrix, and WLAN technologies. This role requires a proactive and customer-focused individual with excellent communication and problem-solving skills.
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O365 Support:
Provide support for Microsoft Office 365 applications and services.
Troubleshoot and resolve issues related to Outlook, SharePoint, Teams, and other O365 components.
Assist users with account management, permissions, and access-related queries.
2. Citrix Support:
Administer and support Citrix environments to ensure seamless access to applications.
Troubleshoot and resolve Citrix-related issues, including connectivity and performance problems.
Collaborate with the infrastructure team to optimize Citrix environments for enhanced user experience.
3. WLAN Support:
Manage and support the organization's Wireless Local Area Network (WLAN).
Troubleshoot WLAN connectivity issues and implement solutions to ensure reliable wireless access.
Collaborate with network engineers to optimize WLAN performance and security.
4. Global Support:
Provide remote assistance to users across different time zones and locations.
Escalate complex issues to the appropriate teams and follow up on problem resolution.
Ensure timely communication and updates to end-users regarding the status of their support requests.
5. Documentation and Training:
Maintain up-to-date documentation for O365, Citrix, and WLAN procedures.
Develop and deliver training materials (Knowledge Base) for end-users to enhance their understanding and effective use of IT resources.
Proven experience as an IT Service Desk team with a focus on O365, Citrix, and WLAN.
· Knowledge of ITIL practices.
· Working knowledge of IT incident call management system (Service Now/Matrix42)
· Strong knowledge of Microsoft Office 365 applications and services.
· Experience with Citrix XenApp/Xen Desktop and familiarity with virtualization technologies.
· Proficiency in troubleshooting WLAN connectivity issues and optimizing WLAN performance.
· Excellent communication skills and ability to interact with users at all levels.
· IT certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Citrix Certified Associate - Virtualization, or equivalent, are a plus.
We Offer
: We offer a wide range of attractive and exciting assignments, plus the chance to continue one’s professional and personal development.
Interesting, challenging projects with Global MNCs, working on innovative technologies
Exposure to niche skills and learning opportunities
Talented, passionate, and collaborative team - the best experts within the industry
Flexibility and autonomy
If you truly believe you're a fit for the above - we're happy to hear from you.
