Technical & Business Operations Agent-BPO (3+yr)(Desktop Support )

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 

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

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

What will your job look like?

End-User Technical Support

• 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.
• Provide 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 for incidents.
• 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.

All you need is...

Required Qualifications

• 4+ years of 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:

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development