Job Summary

Endpoint Protection Management SME who has good experience in defender antivirus management.rnShould have hands-on experience in windows Defender ATP.rnShould have hands-on experience in device Management Through Intune.rnShould have hands-on experience in defender Firewall Policy Creation & Management through Intune.rnShould have hands-on experience in defender Device Control Policy Creation & Management through Intune.rnShould have good hands-on experience in bit locker drive encryption and troubleshooting.rnGood in troubleshooting Defender related issues.rnShould have good knowledge in Azure Fundamentals.rnShould have basic knowledge in PowerShell Scripting in Defender.rnShould be okay to work in shifts.rnApplication control & File Folder Exclusion management.rnHandling P1 & P2 Calls.rnCommunication with Vendor on Critical Issues

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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