Technical & Business Operations Agent-BPO Desktop Support

About Amdocs

Amdocs helps those who build the future make it amazing with a market-leading portfolio of software products and services. They empower next-generation communication and media experiences for individuals and enterprises, accelerating cloud migration, 5G differentiation, and digital operations.

Role Overview

Serve as the first point of contact for incidents and service requests from end-users.

• Provide Level 1 and Level 2 desktop support to internal users.
• Troubleshoot hardware, software, OS, and network-related issues.
• Install and configure applications, drivers, and peripherals.
• Offer remote and on-site support, including meeting room A/V systems.
• Support VIP users with priority handling.

IT Compliance, Audits & RCA

• Conduct weekly and monthly IT compliance audits.
• Prepare detailed Root Cause Analysis (RCA) reports.
• Maintain compliance documentation and audit records.

Hardware, Software & Asset Management

• Install, upgrade, and troubleshoot Windows, Linux, and macOS systems.
• Manage new hire setups, PC refresh cycles, and device retirements.
• Maintain IT asset inventory and coordinate with vendors.

Application & System Support

• Troubleshoot Java-based and enterprise applications.
• Support Microsoft Office, Outlook, Teams, and collaboration tools.
• Perform OS-level troubleshooting and patch management.

Systems Administration & Infrastructure

• Manage users, groups, permissions, and group policies.
• Support servers, LAN/WAN, VoIP, routers, switches, and firewalls.
• Ensure timely security updates and system uptime.

Cloud, Networking & Virtualization

• Provide basic support for Azure, AWS, and Genesys Cloud.
• Support VMware virtualization environments.
• Assist with Cisco networking devices.

Service Delivery & Collaboration

• Document incidents and service requests accurately.
• Follow up with users to ensure issue resolution.
• Collaborate with IT teams and contribute to knowledge base articles.

Required Qualifications

• 4+ years hands-on experience in Desktop Support and IT Compliance.
• Experience as IT Support Engineer, Desktop Support Engineer, or System Administrator.
• Strong knowledge of Windows 10/11, Linux, and macOS.
• Experience with hardware, peripherals, and office automation.
• Basic knowledge of cloud platforms, networking, and virtualization.

Preferred Skills & Certifications

• Microsoft, ITIL, or equivalent certifications.
• Experience with IT audit frameworks and ITSM tools.
• Strong analytical, documentation, and communication skills.

Why You Will Love This Job

• Wide scope of activities.
• Excellent products and solutions.
• Scope for professional development.

Key skills/competency

Desktop Support, IT Compliance, Troubleshooting, Audits, Hardware, Software, Cloud, Virtualization, Systems Administration, Networking