Location
Ahmedabad | India
Job description
Responsible for the development and training of interns and new IC1 and IC2 IT engineers within the IT service organization and be a point of escalation for all IC1 and IC2 support engineers. At times will be responsible for entire projects and functions, having a modest impact on the organization and projects that have a considerable impact on the results and operations of the department.
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What you will do
- Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.
- Provide high-quality and personalized IT support to the senior executives.
- Support onboarding of new employees
- Support and facilitate leading Major Incident and problem management processes, ensuring processes are followed, and RCAs are progressed as required.
- Reporting of statistics relating to OLAs and SLAs
- Define, create, and review Standards, and Procedures relating to IT services.
- An active player within larger IT SME driven projects.
- Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
- Support the creation of engineering and customer training materials.
- Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
- Keep up with the latest technologies, IT Concepts, innovations and industrial standards and how it be applied to IT Service.
- Demonstrates strong presentation, organization and leadership skills.
- Ability to identify, own, and drive solutions to technical challenges.
What you will bring
- Certified, in-depth knowledge of either Mac or PC OS environments
- Certified, in-depth knowledge of one or more Microsoft Products (Win10&11, O365, Teams)
- An excellent knowledge of laptops, Desktops, Printers, Mobile Phones, and peripherals with a view to providing recommendations to our standard offering.
- Proficient in diagnosing and resolving Audio-Visual equipment (AV) and application issues.
- Generalist knowledge of the entire OS stack.
- The ability to decode a network packet trace and understand principles of IP processing.
- Define, create, and review hardware standards to meet the needs of our customer base.
- Comfortable working with development teams and external support providers troubleshooting complex issues.
- Comfortable troubleshooting connectivity and performance issues of cloud computing environments
- Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
- Support and creation of engineering and customer training materials.
- Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
- A desire to keep up with latest technology and industrial standards and how it be applied to IT Service.
- Demonstrates strong presentation, organization and leadership skills.
- Ability to identify, own, and drive solutions to technical challenges.
Job tags
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