Location
Mumbai | India
Job description
Job Details
Description The IT Technician supports all second level technical incidents and service requests from multiple communication sources (email, phone, text, incident escalations and walk-ups) for the global arrivia enterprise. This position will work directly with end users, IT administrators, and third-party resources/vendors to resolve and fulfill all incidents and requests. The position will maintain a consistent mindset of professionalism and respect for all fellow employees through courtesy, efficient skill usage, effective time management, and a dedication to excellent customer service.
This position will use documented troubleshooting methods and fixes, but will hold autonomy in the use of skills, customer service methods, and decision making. Decisions with major impact or consequence will require consulting with management for guidance and approval to proceed.
Responsibilities - Provides superior customer service by being courteous, knowledgeable, and professional.
- Creates a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
- Creates, manages, and resolves service requests using the IT Incident Management System
- Escalates incidents to correct higher level specialist when the need arises and work with the specialist to test all solutions and final resolutions.
- Grows the IT knowledgebase by using resolutions of successfully closed service requests to document effective steps for reproducing and resolving similar incidents.
- Utilizes enterprise level knowledge of Operating Systems and Directory services to troubleshoot and resolve customer issues.
- Windows 10
- Mac OS
- Windows Server
- Azure Active Directory
- Utilizes knowledge of Microsoft Azure services to manage corporate endpoint devices in a largely remote environment.
- Microsoft Intune
- Microsoft AutoPilot
- Microsoft Endpoint
- JAMF (Mac OS management software with Intune integration)
- Utilizes Office 365 administration knowledge to maintain a diverse range of Modern Workplace solutions in line with customer needs.
- Microsoft Exchange Online
- Microsoft SharePoint
- Microsoft OneDrive
- Microsoft Power Bi
- Employs skills to manage hardware assets of diverse functions and their necessary connectivity requirements.
- Printers
- Conferencing devices and audio visual hardware
- Network and connectivity management tools
- Access control devices
- Provides enterprise level software management, installation, and troubleshooting support.
- Office 365
- Adobe Suite
- Development tools (ADO, Visual Studio, Etc.)
- Other bespoke or unique solutions for departments or individual customers
- Tracks corporate assets through IT asset management system and processes
- Device Intake
- Device Assignment
- Device Returns
- Device Retirement
Requirements - 1 years of progressive experience in the desktop environment.
- Active Directory knowledge for creating users accounts, resetting passwords, adding group memberships, disabling accounts, creating OUs, creating GPOs, creating security groups.
- Exchange and Office 365 administration knowledge for creating email accounts, distribution groups, and setting up online archives.
- Fundamental knowledge and understanding of Windows desktop operating systems.
- Fundamental ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems, and office automation software, with basic level knowledge in at least one area of specialization.
- Fundamental knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks.
Here at
arrivia we…
- Stay Curious - Explore new challenges and make space to learn, grow and improve
- Keep it Real - Earn trust through open, honest and clear communication
- Own it - Seek ways to make an impact and take action.
- Win Together - Create a culture of connection and inclusion where everyone can be their best
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