Desktop Support Technician

Location

Bangalore | India

Job description

• We are looking for a Desktop Support Technician to join our Global Service Desk team in Bangalore reporting to the director of Global Service Desk (GSD) in Bengaluru, India

• In this role, you will own end-to-end IT support for the APJ region, providing frontline user support for desktop and laptop computers, applications, mobile devices, and related technology
• You will also respond to inquiries; complete end-user asset management; set up local and remote new hires; build user accounts, email accounts, and all related system access and roles, and image and deploy computers and supporting systems
• This is an exciting opportunity to learn multiple IT support technologies and processes, including client computing, IT asset management, global service desk operations, and front-ending site support
• The ideal candidate is a self-motivated, customer-focused strong multi-tasker who has strong communications skills, can process a significant number of support requests, and change gears quickly
• You have sharp analysis and troubleshooting skills and are an expert at managing relationships with your stakeholders and vendors

What you'll do:

• Provide day-to-day IT support to local, remote, and global users through multiple methods, including an online ticketing system, in-person, email, and instant messaging
• Assist staff with installation, configuration, and ongoing usability of laptop computers as well as peripheral equipment and software
• Coordinate and manage the entire new hire IT process, including imaging, building, and setting up new user accounts and deploying and supporting new employees computers
• Collect equipment from departing employees and add it to the tracking database
• Maintain user accounts in programs such as AD, SSO, etc
• End-to-end IT asset management for the entire region
• Collaborate and participate in all important meetings across the globe as needed
• Assist in all IT-related projects on the site and manage end-to-end VIP support
• Manage all unified communication devices and their products in the region in coordination with IT infra and IT infosec teams

What you'll bring:

• 3 to 5 years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem solving, and customer support
• Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
• Ability to manage IT end-user asset management for the region
• High level of expertise in Mac and Windows hardware and software support
• Strong knowledge of MS Office, Office 365/Outlook, and Google Apps for work
• Strong knowledge and experience with help ticketing systems such as ServiceNow
• Demonstrated proficiency with Active Directory and remote control support tools
• Strong troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting
• Extreme customer focus in all aspects of work
• Demonstrated ability for supporting DUO, Okta, ZOOM, Cisco VPN preferred
• Demonstrated ability with Endpoint Management platforms like MS Intune and Jamf preferred
• 100% commitment to IT security- and compliance-related tasks and responsibility

What success looks like:

After six months you will

• Work independently on all L1 and L2 ticket resolution
• Achieve all GSD SLAs on response time, resolution time, mean time to resolve a ticket, and first-day resolution
• Be able to work on asset management requirements individually
• Work on endpoint remediation with 100% remediation success in a given time
• Become site SPOC to conduct IT onboarding for new hires and take care of new hire IT requirements

After about a year you will

• Contribute to GSD initiatives and projects like knowledge base creation and automation enhancement
• Contribute to overall service delivery enhancements like incident trends
• Collaborate with various stakeholders like HRIS, Procurement, and Finance on various IT support enhancements
• Access and contribute to client computing platform services
• Provide guidance and consultation to new engineers
• Participate in rotational on-call responsibilities as applicable

Job tags

Salary