IT Support Manager - Shared Services

Job:IT Support, Shared Service Center

Location: Chennai, India

Company: A well-known MNC having operations across the world

Job Purpose: To ensure uninterrupted network and system performance at the SSC by performing a variety of maintenance, evaluation, installation, and training tasks to ensure network and systems performance meets user requirements.

Key Accountabilities and Responsibilities

Provisioning and upgrades:

- Install, certify and troubleshoot network cabling infrastructure, including a wide variety of local area network equipment and software

- Manage and monitor Security and Network Devices, Firewall, Routers, Switches, Wireless Devices etc.

- Configure and install Windows workstations and Server operating systems

- Responsible for printers / multi-function printers in terms of AMC / FSMA / repair / maintenance / consumables / etc. in the entire UASC building

- Configuration, maintenance, monitoring and management of IP Telephone, Video conference, etc.

- Antivirus management: deploying updates on servers/stations, monitoring alerts and taking actions as required

Troubleshooting and Backups:

- Monitor the network to spot problems as soon as possible, ideally before users are affected

- Diagnose hardware and software problems and troubleshoot system hardware, software, networks, operating systems, printers/scanners/copiers

- Replacing hardware (Severs & Desktops) and upgrade.

- Software upgrades (rollout windows and office desktops)

- Train end-users on the use and features of the various operating systems and applications on the various platforms

- Backup management: daily / weekly backup of shared folders (as per department’s requirement)

Administration of Microsoft Exchange environment:

- Active Directory maintenance: Creation of new users and email addresses and creation of GPO policy

- Creation and maintenance of distribution groups as per business requirements across network

- DNS management / maintenance

- Global Address List (GAL) updates across UASC network

- SharePoint/Public Folder management/maintenance

- Mailboxes maintenance.(MS Exchange Maintenance and fine tuning)

- Manage MS licenses

- User Administration (setup and maintain accounts)

Procurement and Vendor Management

- Coordinate procurement of IT Equipments i.e., Servers, Security Devices, Desktop PC’s, Laptop, Printers, Scanners, accessories, etc. whenever required.

- Liaise with Vendors for the installation/after sales support / Warranty / Annual maintenance contract, etc.

- Data accounts management/monitoring (leased lines, fibre optic links, etc.)

Qualifications and Experience required

- BS in Computer Science, other relevant discipline, or equivalent

- 6+ years of hands-on experience in a LAN/WAN environment within an enterprise system

- Industry certifications preferred such as MCSE, MCP, CCNA, A+, etc.

Knowledge and Skills required

- Thorough knowledge of installing and configuring routers, switches and firewalls

- Knowledge of designing distributed networks

- Knowledge of creating and maintain ACLs (Access Control Lists) and subnetting IP networks

- Knowledge of VLANs, trunking, Spanning Tree Protocol, and multilayer switching

- Knowledge of MPLS, point-to-point circuits, ISP circuits, and VPN Tunnels

- Good knowledge of Microsoft Windows to include operating system installation, configuration, patching and upgrading (2000, 2003, XP, 2008 and Windows 7), DNS, DHCP, and Group Policy management.

- Thorough knowledge of Active Directory forest creation, management and troubleshooting.

- Technical knowledge of current network protocols, operating systems, and standards, including LAN, WAN, TCP/IP, FC, and iSCSI.

- Skilled in Troubleshooting, and supporting:

- Network equipment and applying upgrades to network equipment operating systems, - Ethernet networks and the TCP/IP protocol suite,- Windows server operating system (2000, 2003, and 2008) both 32 bit and 64 bit,- Windows desktop operating system (XP and Windows 7),- MS Office 2003 and 2010,- , harePoint, Network printing and scanning,- Blackberry, iPhone, and Other PDAs

- Excellent organizational skills and the ability to work independently.

- Ability to effectively prioritize and execute tasks.

- Able to tolerate frequent interruptions, agitated users, and tight deadlines

- Ability to lead a team of support executives

CTC : 10 Lkhs to 20 Lkhs

Contact : Alisha Singh
email : alisha@careeravenues.net
Phone : 022 6451 7642