Job Description

Company Description Looking for Information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. The ideal candidate must possess excellent written and verbal communication skills with the ability and knowhow to collaborate effectively with experts and work closely with other IT department to provide assistance on tasks that are outside the scope of their knowledge or expertise.

Job Description

• Install, move, and repair computer hardware and software
• Document all incidents and requests worked on in a timely and efficient manner, in the Customer Ticket system (ServiceNow).
• Show tact, discretion, confidentiality, and good judgment in handling sensitive and confidential matters and documentation Customer-first mentality (strong written and verbal communication skills)
• Maintain computerized inventory of equipment and specialized services for users; ex: mobile phones and plan, equipment in IT storerooms.
• Pursue and follow up regularly with 3rd party vendors to ensure timely and efficient responses including escalating with internal Customer management as needed.
• Support and troubleshoot peripherals and auxiliary equipment in a production setting; ex: headsets, VC equipment, keyboards/mouse, phone, mobile devices.
• Maintain existing technical procedures, documentation, and operational instructions in the Customer knowledge base (ServiceNow) as assigned and in the event level, 2 agent encounters non-documented procedure.
• Submitted timesheets according to Customer Policies
• Meticulous attention to detail and accuracy
• Execute responsibilities with a sense of urgency and follow-through
• Assist and support remote and on-site staff
• Coordinate with appropriate vendors for warranty repair of IT assets, proper disposal of IT assets, and other IT-related services.
• Communicate professionally and effectively with customers in both written and verbal forms; agents must use complete sentences.
• Perform other duties as assigned by IT management
• Participate and collaborate regularly within Microsoft Team support channel(s)
• Daily updates to task tracking tools; ex: Jira, ServiceNow, Teams.
• Response to email communication in a timely and efficient manner.
• Overtime or on-call hours may be required on short notice; the schedule may include weekend/evening/holiday hours
• Provide triage of IT support-related issues and determine urgency and impact of related issues, including following the critical incident process.
• Utilize remote desktop support tools to provide support to off-site users
• Prioritize verbal communication over text-based. All verbal communications must be documented in respective systems timely.
• Training Customer colleagues of IT procedures, new systems/products
• Mentor and assist IT team members as requested/needed.

Qualifications

• Ability to communicate in multiple European languages (written and verbal)
• Demonstrated abilities to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy
• Experience with IT disaster recovery process
• Excellent working knowledge of Windows OS, Mac OS, Android, Office 365, and their respective application suites
• Expertise with Microsoft products, Team, Networking issues/ communication issues, and Active Directory, Intune, software deployments products, automated scripting, and registry changes
• Familiar with task manager and background processes
• Ability to use command prompt or PowerShell to issue commands
• Ability to diagnose and configure network settings
• Windows file sharing configuration, permissions changes, and adhere to Customer best practices
• The ability to support users with remote support when unable to physically touch or see issues that are being reported.
• Project planning; ex: office moves, VC upgrades, office remodels, other general IT project planning and execution as needed.
• Associates Degree and/or 3 years professional experience
• Basic understating on PowerShell script commands and execution of PowerShell script
• Know how to execute the PowerShell script like command-line script (batch script) execution
• Basic understanding of PowerShell commands and interpret PowerShell script
• Know the failure correctly whether it's due to PowerShell script or something else
• Experience with SAML and Single Sign On technologies
• Expertise with LDAP
• Experience with following change management process

Additional Information Abhishek Kumar

Direct: 469 829 4895