Job description:

Essential Duties and Responsibilities Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users. May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed. Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment. Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels. Demonstrate initiative and act independently to resolve problems. Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation. Participate in team projects as requested. Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer Setup and breakdown of all onsite meetings Daily system testing to ensure equipment and room functionality Responsible for escalating all next level break fix issues to their manager for resolutionSkills and Abilities Customer focused Customer is #1 Attitude Personal accountability for results Minimum of 3 years technical experience in providing Deskside Support PC hardware repair (Dell/HP/Lenove), Windows system support, OS X Support Software installation/troubleshooting Performing Tech Refresh Mobile device support (iOS/iPhone/iPads) excluding warranty hardware repair Networking Asset tracking Weekly tracking of New/Deployed Asset, Lost/Stolen Asset Basic support in Video conferencing equipment Experience in Mobile Device Management and Mobile Application Management. ( iPhone and Android ) Hands on Experience in server side maintenance like upgrading and patching activities. Experience in working on Intune and Blackberry UEM. Basic Knowledge of Network & Telephony SupportEducation / Expertise Technical degree with 2 years of technical experience; or high school diploma/GED with 3 years of technical experience. Minimal 3+ years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.Benefits A supportive, diverse and global team with a brilliant culture. Great opportunities to make the role your own, upskill yourself and get involved with exciting projects. Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks Engagement Champion to name a few.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases