Amdocs

Job ID: 200818

Required Travel :Minimal

Managerial - No

Location: :India- Pune (Amdocs Site)

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

In one sentence

The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.

What will your job look like?

• Serve as the technical Expert for End User Computing issues (hardware, OS, desktop apps, VDI, mobility, O365 apps, and VPN).
• Act as a technical expert who can resolve complex service desk issues, working closely with engineering teams when needed.
• Provide expert troubleshooting for Windows, macOS, Office 365, VPN, Citrix/VDI, SCCM, and mobile device management (Intune/AirWatch).
• Maintain and enhance knowledge base articles, SOPs, and troubleshooting guides.
• Analyze incident and ticket trends to identify recurring issues and implement proactive solutions.
• Participate in root cause analysis for major incidents and contribute to problem management efforts.
• Ensure compliance with IT policies and security standards.

All you need is...

• 5+ years of experience in IT Service Desk / EUC support roles.
• In-depth knowledge of:
  • Windows 10/11, macOS support (Expert level)
  • Microsoft 365 Suite (Outlook, Teams, OneDrive)
  • Active Directory, Group Policies, DNS/DHCP basics
  • SCCM/Intune/AirWatch or other MDM tools
  • VPN and remote access tools (Cisco AnyConnect, F5, etc.)
  • VDI technologies (Citrix, VMware Horizon)
  • Imaging, patching, and software deployment( non-mandatory/but must have basic knowledge)
• Experience with ticketing tools like ServiceNow, etc.
• Strong documentation, communication, and interpersonal skills.
• ITIL Foundation certified (preferred).
• MCP/MD-102 or other EUC-related certifications (preferred).

Why you will love this job:

• You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
• You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
• You will have the opportunity to work in a multinational environment for the global market leader in its field.

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce