POSITION SUMMARY
This job holder is a part of the team which is primarily focused on providing customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Will directly interact with end users.
The incumbent is expected to work in partnership with IT Infrastructure colleagues in region & globally to facilitate operational support of the Air Products enterprise computing environment, with specific responsibility for first line support for IT Infrastructure services at the Vadodara office location.
Provides operational support for the company’s Global Enterprise computing environment during Middle East & India business hours.
Ideally, the candidate will have hands on experience troubleshooting on the following technologies and hardware:
• Microsoft products
• Network/connectivity, including remote VPN, Wi-Fi connection
• Audio/Video PC perfor
POSITION SUMMARY
This job holder is a part of the team which is primarily focused on providing customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies. Will directly interact with end users.
The incumbent is expected to work in partnership with IT Infrastructure colleagues in region & globally to facilitate operational support of the Air Products enterprise computing environment, with specific responsibility for first line support for IT Infrastructure services at the Vadodara office location.
Provides operational support for the company’s Global Enterprise computing environment during Middle East & India business hours.
Ideally, the candidate will have hands on experience troubleshooting on the following technologies and hardware:
• Microsoft products
• Network/connectivity, including remote VPN, Wi-Fi connection
• Audio/Video PC performance issues
• Mobile device connectivity and features
• Collaboration tools
PRINCIPAL DUTIES AND RESPONSBILITIES
The Candidate will be a part of the DT Technical Support Client team. A significant portion of the job responsibility revolves around the support of the client technologies with a focus on the Air Products desktop, problem solving teams, project landings and testing. The candidate will be expected to provide executive support on occasions at the Vadodara office location. Working with Technical Support and Engineering teams to provide additional testing, training, troubleshooting and documentation in respect of Client Technical Support, Networked printers, Video conferencing and Collaboration technologies. Provide training and consultation for the Level 1 help desk agents for client support issues, if required. Provides operational support for the enterprise computing environment. Cover prime-time (Business) hours from Monday through Friday (local time) and on-call support for urgent situations on non-prime-time hours, weekends and holidays, as a part of a rotation. There will also be the requirement to work some weekends. Record technical issues and solutions in logs. Help create technical documentation and manuals. Direct unresolved issues to the next level of support personnel or Coordinate with Pune TSC team to seek any remote support needed. Working as a site contact support representative for any site related IT assistance required.
SKILLS
• Technically knowledgeable and has a drive to learn new things. Hands-on experience with Windows environment, including O365, AD, windows patching, security tools, MDM, printing, etc.
• Good interpersonal and communication skills and ability to deal with all levels of people in the organization.
• Expected to work outside of normal business hours and at weekends if required to provide support.
• Willingness and ability to travel occasionally.
• Flexibility to respond and adapt to new, different, or changing situations, requirements, or priorities.
• Expereince of conducting remote troubleshooting using Skype or any other tool.
• Experience in Service Now Helpdesk tool is plus.
• Experience with scripting like Powershell, batch, etc. is plus.
• Knowledge on reporting tool is plus.
EDUCATION AND EXPERIENCE
• Degree in Information Systems or Computer Science, specialized training, certification, or equivalent work experience.
• Approximately 3-5 years of experience within one or more areas within Information Technology (IT) or comparable organization.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
• Excellent verbal & written communication skills, especially in English. Secondary language preferred, but not required.
• General understanding of Information Technology (IT) infrastructure and processes
• Ability to assess and prioritize competing urgent issues.
• Ability to effectively work independently and collaboratively across global, regional cross-organizational team environments and participate in virtual projects, work requests or activities
• Understanding of ITIL processes utilized at Air Products (change, problem, incident, etc.)
• Good troubleshooting and incident management respective to multiple technologies
• Ability to work with strategic vendors, outside service/support providers and other third-party vendors
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