Job in Chennai for Admin Support

Job Description

About Global Tech.

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people and put a smile on their face. That’s what we do at Walmart Global Tech. We’re a team of 15,000+ software engineers, data scientists and service professionals within Walmart, the world’s largest retailer, delivering innovations that improve how our customers shop and empower our 2.3 million associates. To others, innovation looks like an app, service or some code, but Walmart has always been about people. People are why we innovate, and people power our innovations. Being human-led is our true disruption.

Team and Position Summary: Systems Engineer II

The Associate Digital Experience (ADE) team manages the Client Services support for the organization. We support a large heterogenous enterprise environment that support Windows, MAC and Linux based end user systems and corporate network, server and virtualization environments. Client Services is a part of ADE team dealing with end-to-end support for end users. Building and managing application that are globally utilized.

Position Responsibilities

• As a system engineer, you will be responsible for assisting L1 and end users on h/w issues, applications issues, system administration issues, network issues on Windows & macOS
• Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via ticketing system, telephone, chat, email, remote or walk-ins
• Identify and escalate tickets requiring urgent attention and action
• Log all contacts, troubleshooting steps activities and results accurately within the incident management tool
• Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner
• To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles
  

Requirements

• 5 - 8 Years of previous experience in IT helpdesk
• Excellent communications skills (verbal and written)
• Knowledge on ITIL Framework and Terminologies
• Knowledge on Windows, Mac operating systems & VDI environments
• Demonstrated problem solving capabilities
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner
• Flexible and Open to working in a rotating shifts
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies
• Provide intermediate and advance level troubleshooting as needed
• Provide standard and developer applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, XCode, SQL Developer, SAP, Visual Studio etc..
• Excellent organizational skills
• Continually develops and maintains technical skills to ensure high quality levels of technical support for end users.
  

Qualifications

• An ITIL certification is preferable.
• JAMF 200 certification is mandatory.
• ASCP, JAMF 300 certification & proficiency in bash shell scripting is preferable.
• Python skills is an added advantage
• Knowledge on Active directory administration
• Bachelor’s Degree in Computer Science or a related technical discipline or the equivalent combination of education.
  

Key Performance Indicators / Measures of Success

• Achieve agreed targets in terms of quality
• SLA attainment, Ageing tickets
• Ensure stable and well performing system environment
• MTTR, FCR/FTR

Contact Informations

Recruiting For : Walmart Global Tech India
Contact Person : HR