Let’s build, grow and succeed together!

We are looking for enthusiastic, diligent and dedicated individuals to join our team and walk the path of growth with us

Current Openings

Communication - Good Written & Verbal Communication

Desktop OS - Windows XP, Vista, 7, 8, 8.1

Global Certification - At Least One certification of Microsoft

Interpersonal Skill - Problem Solving, Quick Learner, Ability to work in Team, Knowledge about the following things

General Requirements:

  • Basic Knowledge of Operating System
  • Event Logs.
  • Task manager.
  • Services Monitoring and Management.
  • Basic Concept of networking e.g. tracert, Ping Command.
  • What is Domain & WORKGROUP, Difference between Domain & Workgroup.

AV Management:

  • Concept & Use of Antivirus
  • Knowledge of scanning and update.
  • Knowledge of scheduling AV scan & Update
  • Precaution that needs to be taken while performing the installation of AV.
  • Tools use to remove the conflict application

Disk Management:

Basic knowledge about the criteria and impact of following activities-

  • Disk Clean-up
  • Disk Defragmentation
  • Check Disk

Patch Management:

  • Basic Concept of Microsoft Windows update (Patching)
  • Basic requirements to perform Patching.
  • Advantages of Patching
  • Manual Patching.
  • Basic Troubleshooting related to patching.

Backup Management:

  • Basic concepts of Backup Management.
  • Should have knowledge of at least one of the backup tool or application.

Title: System Administrator (Level 1)

Reporting To: Team Leader/ Project Manager

Working Hours: 9:30 hrs

Shifts: Rotational

Weekly Offs: Rotational

Basic Skills Sets Requirement:

Job Based:

Qualification: Graduate/Diploma in any stream (Optional) for 3 years Global Certification in Windows (Essential)

Other Certification: MCITP/MCSA /MCSE global Certification

Experience: 1+ year of relevant experience

Job Based:

  • Knowledge of windows, Server 2008,2003, Workstations 7, Vista, XP (Windows 8 Optional)
  • Basic/entry level Knowledge of DNS, DHCP, Active Directory, essential services and performance counters Role wise (eg. Exchange, SQL), essential services and performance counters, Event log monitoring, Performance monitoring Skills, Identify the performance bottleneck (Processes, Services, counters etc), Perform disk activities Virtual Memory, Antivirus management (AV Status & Definition Update), System patches, security fixes, Backup Management (NT Backup, Symantec ) etc.
  • Ability to read and interpret documents such as computer documentation, hardware and operating maintenance instructions, and procedure manuals.
  • Good written and Verbal communication skills

Behavioral Skills:

  1. Good verbal and written communication skills.
  2. Interpersonal skills
  3. Quick learner
  4. Time Management and Organization skills.
  5. Ability to work well within a team
  6. Flexible to accept constantly changing environment

Roles & Responsibility:

Primary

  • Strong Desktop troubleshooting skills and MS office (Mostly Outlook) related troubleshooting skills
  • Resolving tickets on the ticket board. (Level -1 Monitoring Only) using one of the following methods
  • Service start / Stop, Counters status, agent status,
  • Event log monitoring Basic troubleshooting
  • Log all activities into the ticketing system.
  • Closing multiple tickets that doesn’t require to further action either individually or by merging more than 1 similar tickets / alerts.
  • Troubleshooting knowledge for Maintenance activities such as Manual installation & update AV, Schedule, Perform AV scan, Schedule definition update or manual update, Patch installation, Backup Job monitoring & basic troubleshooting and Disk related activity
  • Escalating the activity internally based on guidelines
  • Escalating ticket to customer based on the escalation policy
  • Writing detailed comments in the closed and escalated tickets.
  • Preparing shift-end reports, Log all activities into the help index.
  • Reporting any abnormal incident to Team lead or Project manager

Secondary

  • Try to analyze the situation and determine if the alert is repeated in a short period of time. Apply Scenario management wherever possible
  • Writing emails for communicating with internal team members, client
  • Notify the seniors about non-availability of information in internal knowledge-base.
  • Research and Recommend innovative Solutions
  • Participate in Training Programs

Authority:

  • Log in to RMM tool, Ticketing system/ PSA tool
  • Generate Reports such as the Periodic Review Report and Maintenance Activity Reports
  • Login to Help Index system
  • Participate Team Discussion & Decision Making process

Title: System Administrator

Reporting To: Team Leader/ Project Manager

Working Hours: 9:30 hrs

Shifts: Rotational

Weekly Offs: Rotational

Basic Skills Sets Requirement:

Job Based:

Qualification: Graduate/Diploma in any stream for 3 years or Global Certification in Windows

Other Certification: MCITP/MCSA/MCSE Global Certification

Experience: 3-6 years of relevant experience

Key Competencies & Skills:

Job Based

  1. Knowledge and hand on experience with windows serves (2003, 2008, SBS server) Administration.
  2. Knowledge and experience on Microsoft Exchange (2003/2007/2010)
  3. Excellent knowledge and experience of Active Directory.
  4. Knowledge and experience on VMware and citrix
  5. In-depth knowledge and working experience with Microsoft operating system including Windows 2003 and Windows 2008
  6. Installing, testing, configuring. Customizing and maintaining various operating systems and associated software
  7. Troubleshooting overall system problems and identifying recurring problems with the Root cause analysis.
  8. Installation , support, maintenance, patching, upgrades, configuration, archiving, and backup of server hardware, operating system, software and utilities
  9. Understanding of security best practices for operating systems
  10. Familiarity with MOM, SCCM, SCOM, NT Backup
  11. Understanding of backup process, system monitoring, performance tuning, disaster recovery, and scripting/automation for Windows based OS
  12. Performing patching and operating system software upgrades through service packs and other software bundling methodologies.
  13. Working knowledge of DNS, DHCP, Active Directory, essential services and performance counters ,MSSQL, IIS, Mail transfer agents, FTP, DNS and Event log monitoring & troubleshooting is essential
  14. Event log monitoring & troubleshooting
  15. Performing / Capacity/Availability Monitoring and Operating System Tuning.
  16. Working experience with Microsoft Exchange
  17. Knowledge and working experience with VMware or Citrix is required
  18. Scheduling performing and maintaining backups to facilitate data integrity, data storage and backup/recovery procedures. Knowledge of at least one backup software is essential (NT Backup, Symantec Backup etc)
  19. Documenting changes, incidents, and problems

Secondary:

  1. Excellent written and oral communication skills
  2. Efficient time management skills
  3. Good analytical skills
  4. Strong interpersonal skills

Title: System Administrator (Level 3)

Reporting To: Team Leader/ Project Manager

Working Hours: 9:30 hrs

Shifts: Rotational

Weekly Offs: Rotational

Basic Skills Sets Requirement:

Job Based:

Qualification: Graduate/Post Graduate /Diploma in any stream ad Global certification in windows

Other Certification: MCSE 2008 and other Microsoft system administrator related certifications (MCSE: Server Infrastructure)

Experience: 5 years, 3-4 years in relevant industry (RIM)

Key Competencies & Skills:

Job Based

  1. Extensive experience with a variety of server-side technologies
  2. In-depth knowledge and working experience with Windows Server 2008,2003,SBS
  3. In-depth knowledge and working experience with Active Directory, DNS,DHCP, Advanced Windows Server Services,
  4. Administration and Configuration, Installing and Configuring Windows Servers.
  5. Designing and Implementing a Server Infrastructure,
  6. In-depth knowledge and working experience with Latest Exchange/SQL server and VMware or Citrix
  7. Working experience on MOM, SCCM, SCOM.
  8. Working experience on Share point, LYNC, Wsus.
  9. Administering Microsoft Exchange server, SBS server, Lync or Blackberry server.
  10. Server hardening, system monitoring, performance tuning and process mapping.
  11. Implementation of security best practices for operating systems.
  12. Event log monitoring & troubleshooting
  13. Working experience and troubleshooting skills on Patch management, services pack deployment, Patch testing and analysis.
  14. Working experience of Antivirus management, System patches, security fixes etc.
  15. Designing and Implementing and troubleshooting skills in the backup process, disaster recovery.
  16. Administering, planning and designing of Enterprise grade storage such as semantic, EMC, etc.
  17. Hands on experience on Raid, NAS/ISCSI/ SAN data storage devices.
    • Should have the exposure for remote technical support
    • Should be able to manage a team of 10+ people
    • Networking knowledge is a plus

Roles & Responsibility:

Primary:

  1. Understand the domain, the business requirements and the technical challenges
  2. Serve as the team’s representative on the leadership groups requiring Team Leader participation.
  3. Act as primary contact person for the team.
  4. Provides technical support, Assist junior admin to resolve technical queries
  5. Determine and provide a necessary level of technical documentation during requirements gathering, based on technical services
  6. Coordinate and submit team reports, such as weekly reports and team plan, and other necessary documentation required from the team.
  7. Communicate daily regarding project status with appropriate team members
  8. Problem solving ability, with a knack for technical innovation
  9. Perform activities such as server builds (application and/or configuration), Defragging Exchange Data Stores, Active Directory Update and/or Migration, SQL Server Tuning, Share point Application building, etc. remotely via remote control software.
  10. Author scripts (in the software) to automate certain system and application functions.
  11. Create custom monitor sets (in the software) to perform server / service / application monitoring.
  12. Design Backup,Antivirus and patch management policy
  13. Monitor Maintenance related activities and deliverables.
  14. Research and analysis on topics such as security threats, patch assessment, service pack assessment, application upgrade assessment, etc.
  15. To communicate back to the MSP’s, software and Help Desk organizations about the findings.
  16. Documenting changes, incidents, and problems
  17. Monitor Activities and individual performance of the Team Members
  18. Responsible for the Delivery of Quality Services within the SLA by the Team members

Secondary

  1. Participate as a Leader of the team with instruction, reference, and collection management responsibilities to Stir the discussion in the right direction and obtain desired results.
  2. Foster team and individual growth through coaching, mentoring, and serve as a resource person.
  3. Encouraging collaboration among team members.
  4. Conduct Training for new joiners.
  5. Innovation and creativity to resolve the issues.

Behavioral Skills

  1. Should have Planning and Organization skills.
  2. Strong written and oral communication skills. (Ability to communicate effectively with the Team as well as the customer)
  3. Leadership Skills. (Leading by example)
  4. Efficient time management skills.
  5. Good analytical Skills
  6. Strong interpersonal skills.
  7. Ability to work with International Customers and create a rapport with them.

Authority

  1. Authority to approve the leaves of the team Members in the absence of project manager.
  2. Log in to RMM tool, ticketing system/ PSA tool to work as well as distribute the tasks to the team members
  3. Generate project Reports
  4. Login to Help Index system to review the activities of the Team members and take appropriate action
  5. Lead team discussion & decision making process
  6. Conduct the Appraisal and Review discussion for Team members and give feedback to management.
  7. To recommend the training for Team members and also to recommend the disciplinary action against the team member.

Title: Technical Support/ Service Desk

Reporting To: Team Leader/ Project Manager

Working Hours: 9:30 hrs

Shifts: Rotational

Weekly Offs: Rotational

Basic Skills Sets Requirement:

Job Based:

Qualification: Graduate/Diploma in any stream (Optional) for 3 years Global Certification in Windows (Essential)

Other Certification: MCITP/MCSA /MCSE global Certification

Experience: 1-2 years working in a technical environment through previous internships, co-ops, or full -time experience

Key Competencies & Skills:

Job Based

  • Previous technical experience in the following area preferred:
    • Office 365 Administration
    • Windows Operating systems
    • Active Directory
    • User Creation
    • Password Resets
    • Basic Permissions
    • Adding Printers
    • Internet & Browser Issues
  • Preferred certifications: CompTIA A+, Microsoft Office 365 Fundamentals, ITIL Foundations
  • Possess a passion for customer service and logical troubleshooting mindset
  • Collaborative ability and approach with teammates and customers
  • Have strong verbal and written professional communication skills; ability to communicate technical terms in a way end users can understand
  • Initiative to research problems using available resources and ownership to resolve customer issues
  • Ability to follow standard processes and procedures
  • Ability to stay calm under pressure in a fast pace environment
  • Ability to work assigned shift
  • Previous Experience with ticketing management system preferred
  • Ability to read and interpret documents such as computer documentation, hardware and operating maintenance instructions, and procedure manuals.
  • Good written and Verbal communication skills

Behavioral Skills

  1. Good verbal and written communication skills.
  2. Interpersonal skills
  3. Quick learner
  4. Time Management and Organization skills.
  5. Ability to work well within a team
  6. Flexible to accept constantly changing environment

Roles & Responsibility:

Primary:

  • Assist Managed Services customers with technical issues that come in by phone, email, chat and/ or technical system related to desktop support, Windows Operating Systems, Microsoft Office 365, and Active Directory
  • Communicate and gather necessary information from customer to understand current technical issues, including remote access into user’s workstation, and work to diagnose and resolve issues
  • Create a positive customer experience through basic technical issue resolution; escalate issues as needed to MST 2 – Systems if unable to resolve directly providing reassurance to customer that issue will be resolved
  • Complete customer technical service requests such as employee onboardings(user creation, basic permissions, configuring of Office 365 accounts) and employee Offboarding
  • Document customer call, issues, communications, and steps taken to resolve, and current status through ServiceNow
  • Follow standard Service Desk processes and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes.

Authority

  1. Log in to RMM tool, Ticketing system/ PSA tool
  2. Generate Reports such as the Periodic Review Report and Maintenance Activity Reports
  3. Login to Help Index system
  4. Participate Team Discussion & Decision Making process

Title: Network Engineer

Reporting To: Team Leader/ Project Manager

Working Hours: 9:30 hrs

Shifts: Rotational

Weekly Offs: Rotational

Basic Skills Sets Requirement:

Job Based:

Qualification: Graduate/Diploma in any stream (Optional) for 3 years
Global Certification in Windows (Essential)

Other Certification: MCITP/MCSA /MCSE global Certification

Experience: 1-2 years working in a technical environment through previous internships, co-ops, or full -time experience

Key Competencies & Skills:

Job Based

  1. Previous technical experience in the following area preferred:
    • Router
    • Switches
    • Access points
    • Network protocols
    • CISCO
    • Juniper
    • Adding Printers
    • Internet & Browser Issues
  2. Preferred certifications: Network+, CCNA, ITIL Foundations
  3. Possess a passion for customer service and logical troubleshooting mindset
  4. Initiative to research problems using available resources and ownership to resolve customer issues
  5. Collaborative ability and approach with teammates and customers and third parties
  6. Have strong verbal and written professional communication skills
  7. Willingness to learn new tools, customers, technologies, NOC best practices
  8. Ability to follow standard processes and procedures
  9. Ability to stay calm under pressure in a fast pace environment
  10. Previous Experience with ticketing management system preferred
  11. Associate degree in related field required

Behavioral Skills

  1. Good verbal and written communication skills.
  2. Interpersonal skills
  3. Quick learner
  4. Time Management and Organization skills.
  5. Ability to work well within a team
  6. Flexible to accept constantly changing environment

Roles & Responsibility:

Primary:

  • Assist Managed Services customers with technical issues related to network equipment such as routers, switches, and access points
  • Monitor managed customers network and ensure alarms are processed according to priority, customer procedures and SLAs
  • Evaluate alarms and triage issues in diverse customer network and vendor neutral environmens; drive issues to resolution through collaboration with necessary parties (vendor, channel partner, customer headquarters, TelCo, Carrier, and ISP);
  • Update clients, vendors, and third parties of event progress; escalate highly complex issues as needed to appropriate COE or third party
  • Conduct basic health status checks of customer networks to determine how networks are performing, such as bandwith, utilsation, uptime
  • Create positive customer experience through basic technical issue resolution;
  • Escalate issues as needed to MST 2-Network if unable to resolve directly providing reassurance to customer that issue will be resolved
  • Create a positive customer experience through basic technical issue resolution; escalate issues as needed to MST 2 – Systems if unable to resolve directly providing reassurance to customer that issue will be resolved
  • Document customer network issues, communications, and steps taken to resolve, and current status through ServiceNow
  • Follow standard NOC processes and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes

Authority

  1. Log in to RMM tool, Ticketing system/ PSA tool
  2. Generate Reports such as the Periodic Review Report and Maintenance Activity Reports
  3. Login to Help Index system
  4. Participate Team Discussion & Decision Making process

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