Job description:

Good working & troubleshooting skills of VMware Horizon View versions.
Good working & troubleshooting skills of VMware ESX & ESXi & vSphere versions.
Good working & understanding on ITIL Framework.
Handon experience or knowledge in ControlUP
Good working & troubleshooting skills of VMware Airwatch & Mirage versions.
Good understanding and troubleshooting user level issues
Good understanding & troubleshooting skills on Windows Server 2008/2012 Administration and troubleshooting Skills (Active Directory, Group Policy and SCCM etc.)
Participation on Major/Severity incidents for resolution and perform root cause analysis (RCA) for the Major incidents
Excellent Knowledge on x86 Servers with one or more of the following vendors: IBM, Dell Chassis & Rack mount servers, HP Chassis & Rack mount, Cisco UCS, etc.
Knowledge & troubleshooting skills on Storage Technologies Experience: RAIDs, Fiber Channel and iSCSI with one of the following vendors: EMC, Netapp, Equal logic, HP EVA/Left hand. l.
Incident, Problem and Change Management (Service Now) and SLAs

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.