Key Responsibilities and Accountabilities

• Install and configure and managing Business applications / application servers. 
• Managing MDM environment (Intune)
• Managing SMS gateways (Cloud solution) & Easi SMS
• Configuration and troubleshooting of Applications Right fax server. 
• Understanding of faxutil access 
• Troubleshooting and management of integration with RightFAX 
• User creation, group account creation, and assignment for RightFAX  
• Day to Day operations issue of RightFAX exp. Password reset, not receiving fax, delay in fax, error in sending and fax receiving issue. 
• Coordination with Telco’s and service provider 
• Troubleshoot iPads & Tablets, app and network problems, diagnose and solve.
• Ensure all issues reported by users are logged in system as Tickets.
• Prioritize and manage several open tickets at one time.
• Provide workaround until issue is resolved. 
• Direct unresolved issues to the next level of App / Infra Team
• Saturday's In-house Support (On-Call)
• Non-working hours Remote support through mobile
• Close 90% of Tickets assigned on the same day.
• Help create technical documentation and manuals.

Education & experience

• Bachelor's Technology Degree or equivalent
• Experience in a range of 6-8 Years
• Experience in providing MDM and Windows end user IT Support

Competencies

• Technical / Functional Competencies
• Technical knowledge of IOS/Android/Windows
• Technical know-how of Desktops / Laptops / Tablets /iPads
• MDM / Right fax /SMS gateways
• MS Office
• IT Process Improvement

• Behavioural Competencies
• Excellent Communication
• Time management
• Result orientation

Main KPIs

• 90% of tickets to be closed within 24 hours & rest 10% within 3 days.