About this role
Job Title: Associate – IT
Work mode: 6 days working from office
Job location: Bangalore
Shift timings: Rotational shift (8AM to 5PM or 12PM to 9PM)
Be able to identify, diagnose and resolve both reoccurring and unique issues where there may not be any written instructionsBe forward thinking, looking for ways to increase productivity, efficiency and identifying process improvementsMust have excellent time management, prioritization, and organization skillsAbility to handle multiple projects, customers, and tasks at the same time as you’ll be working in a fast-paced environmentHave a basic understanding of ITIL concepts: Incident, Major Incident, Service Request, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.Create written documentation to share knowledge with others, and be able to write this documentation in a step by step format from beginning to end without omitting stepsAct as a single point of contact for your customers and be a liaison between them and the rest of the organizationProvide timely, first contact resolution (FCR) to technical support issues while following company standards and proceduresEnsure all fields within the ticket are populated accurately with the customer’s name, location, site, phone, categorizations, short description and a full body of notes including documenting what ultimately solved the issue and how you did itBasic troubleshooting and ability to provide guidance for remote repair when possible of hardware: desktop, laptop. Setting up new workstations for new joiners.Basic troubleshooting and repair of on premise and cloud-based Microsoft products including O365, MS Teams, OneDrive, SharePoint, Azure, Exchange and Windows OS.Basic knowledge of Active Directory, DNS, DHCP, Group Policy as well as support for such things as setting up or repairing access to network folder and file shares, setting up network printing, scan to email configurations, etc.Basic support for VPN and remote access, Citrix, thin clients, VMWare or equivalentSupport for File-Xchange, Bomgar & Remote DesktopFamiliarity with network connectivity, TCI/IP, Firewalls, Vlan’s, Ethernet, etc.Must be willing to spend the time necessary for continuous self-educationReport to your group leader any issue that could significantly impact the businessTriage/Escalate, if needed, unresolved problems to a higher level of supportPerform special projects as assigned/requiredProvide occasional on-call supportMust be willing to work 24x7x365Other duties as assigned
Must be ready to work in shifts, rotational shift-based environment.