Senior IT Service Operations Specialist

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Summary:

The role involves providing voice and email support for IT Helpdesk tickets, resolving issues within SLA, and escalating problems as necessary. Key responsibilities include maintaining SLA, deploying and maintaining desktops/laptops, ensuring end-user devices are up-to-date with antivirus, maintaining IT asset inventory, managing user accounts, and following ITIL processes..

Essential Job Responsibilities:

• Provide first-level support for IT Helpdesk tickets, resolving within SLA.
• Maintain a 98.9% SLA in resolving incidents.
• Build, deploy, and maintain desktops/laptops with required software.
• Ensure end-user computing devices are up-to-date with antivirus and run weekly scans.
• Maintain and update IT asset inventory.
• Manage onboarding and offboarding user accounts.
• Follow ITIL processes and procedures.
• Maintain access control biometric and DVR systems.

Qualifications & Characteristics:

• Preferred degree in Computer Science (B.Tech, B.Sc.).
• Professional Certifications (MCP, MCSE, CCNA).
• 5 years of relevant experience in an IT ServiceDesk role.
• Experience supporting and maintaining IT desktop infrastructure for a minimum of 400 users.
• Strong knowledge of Windows 8/10 and Windows Server 2008/2012.
• Experience in managing user accounts and distribution groups in AD, Exchange, and O365.
• Strong networking troubleshooting skills (LAN/WAN/Wi-Fi) and VPN client connectivity.
• Experience in managing and troubleshooting Outlook client and server issues.
• Understanding of antivirus, spyware, and malware detection and prevention.
• Knowledge of DNS, DHCP, File server, and print server.
• Experience in maintaining software/hardware inventory.
• Excellent troubleshooting skills in software and hardware installations and configurations.
• Proficient in managing Windows 8.1/10, AD accounts and groups, MS Office 2013/2016/O365, McAfee, ticketing systems (ServiceNow), and hardware knowledge of laptops and desktops.
• Understanding of LAN/Wi-Fi/WAN, DNS, DHCP, file and print server, and Office 365.
• Certifications such as MCSE/MCSA.
• Excellent written and spoken English skills.
• Good understanding and working experience with ITIL processes and procedures.
• Quick learner, self-motivated, and a good team player.
• Flexible to work in rotational night shifts.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.