Location
Secunderabad | India
Job description
As an L2 Support Officer, IT Operations you will be a member of the IT Operations global services team and will report to the Global Services Lead Support, IT Operations. This position also includes working closely with the regional IT Operations teams to resolve all manner of technical issues, from support offices to schools. The role offers an interesting mix of technical and business challenges allowing the holder to develop an in-depth understanding of how Bridge International Academies works.
You will work with first level team, third level teams, and third party service providers, to ensure that every case is properly registered on the Helpdesk Tool and documented in the knowledge base. This role will be required to assist with managing escalated customer issues, mentoring junior team members, and delivery of technical ongoing and new starter training, as and when required.
What You Will Do - Provide 2nd Level incident management for issues registered via help desk tool(s), acting as an escalation point for L1 service issues
- Troubleshoot smartphone and e-reader application issues, such as syncing, application crashes, payment problems, etc., using a combination of phone calls and remote support tools, such as TeamViewer. If the issue cannot be resolved directly by you, you will analyse the issue enough to ensure that it is routed to the appropriate L3 support for resolution and maintain ownership for ultimate resolution
- Monitor servers, network devices, applications, and databases using a variety of tools and reports to ensure the infrastructure is up and running within defined thresholds. When issues are detected, you will be responsible for analysing the nature of the issue and routing it to the appropriate L3 support for resolution. You will maintain responsibility for ensuring the issue is resolved within a timely fashion
- Owns problem management (ultimate root cause resolution of recurring or critical issues), not just incident management (immediate restoration of services)
- Document interactions, incidents, and problems, and ensure the knowledge base is updated
- Ensure all Bridge IT policies and standards, including Bridge application usage, information security, and compliance standards, are being followed. Where existing policies aren t sufficient for Bridge s current context or needs, work to update the policies
- Identify cases where server and database backups are not occurring according to the defined policies and to resolve the gaps
- Partner with and develop strong ties with regional teams within the Bridge organisation to eliminate the silo approach and develop synergies to achieve the organisation s mission
- Work closely with the global and regional IT Operations teams to create process documents, help desk workflows, and service desk standards and monitoring dashboards
- Anticipate, identify, and resolve problems, applying knowledge in complex, difficult, or stressful situations
- Communicate technical information to audiences at all levels of the organisation
- Be available during off hours to handle urgent issues that may arise
- Manage time and workload to meet predetermined service levels
- Provide technical guidance and supervision to less-experienced members of the team and assist with training junior staff
What You Should Have - Hands-on knowledge and troubleshooting skills for support office IT hardware, including laptops, desktops, printers, smartphones, and tablets. Should include good working knowledge of Windows 8 and 10 platforms
- Knowledge of Service Desk and Contact Centre environment
- Experience in handling user administration (G Suite, Azure Active Directory, NAV)
- Working knowledge on Active Directory (Creation/Suspension of Users, Organisational unit, service accounts and password reset), domain servers/DNS, domain controllers, IP addressing/DHCP
- Working knowledge of VPN s. Has exposure to any kind of VPN and understands the concepts
- Excellent remote troubleshooting skills (Laptop, Desktop, Printers, smartphones, Tablets)
- AWS Cloud, Azure, Windows Server-2008/2012/2016 in domain environment. VPCs, etc.
- Working knowledge on monitoring and troubleshooting issues pertaining to web servers, database servers, windows domain servers. Ability to understand and analyse data provided by monitoring tool and do proactive and reactive troubleshooting
- Working knowledge on MDM (Mobile Device Management) will be an added advantage
- Working knowledge on Linux/Ubuntu (OS administration, Managing User / Group Administration skills, DNS, Name Server, email server)
- Experience in shell scripting (Perl, Powershell etc.) will be an added advantage
- Must have empathy with end users, should be a team player, maintain professional code of conduct, good understanding of the organisation, able to deal with stress
- Ability to communicate at all levels, both technical and non-technical. Customer-focused
- Ability to perform well as part of a team under direct/indirect supervision
- Good communication skills (active listening skills), documentation skills, able to articulate and speak with clear voice
- MCSE, CCNA, ITIL or other industry identified certifications are preferred
- Relevant Bachelors/Diploma holder or equivalent education and experience from reputed college / university
- Should be flexible to work in a 24X7 Environment
You re also - A detailed doer You have a track record of getting things done. You re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, set targets, engage others, and do whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
- A networking mastermind You excel at meeting new people and turning them into advocates. You communicate in a clear, conscientious, and effective way in both written and oral speech. You can influence strangers in the course of a single conversation. Allies and colleagues will go to bat for your ideas.
- A creative problem-solver Growing any business from scratch comes with massive and constant challenges. On top of that, NewGlobe works in volatile, low-resource communities and runs on fees averaging just $6 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
- A customer advocate Our customers these families living on less than $2 a day per person never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their customer benefit, experience, and value.
- A life-long learner You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others point out where you ve missed things or failed today.
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