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EIS Support Specialist III

1 mese fa

Re, Italia ACCELON PREMIERE CONSULTANTS PRIVATE LIMITED A tempo pieno
Description: ***Looking for candidates with good hands on ServiceNow experience.***

Job Title: IT Support Specialist
Duration: 12 months (possible extension or FT depending on performance)
Location: Bangalore (Candidate must be available in the office)
Experience: minimum 3 years experience in IT Desktop/customer support
Shift: General shift

Role/Purpose:
  • Provides daytoday technical customer support to employees for internal desktop systems software and hardware; installs configures and troubleshoots desktop systems workstations.
  • Provides quick response and maximum uptime of all users and performs end user training when necessary.
  • Serves as liaison between IT and business groups.
  • Acts a face of IT/EIS in managing customer relationships and expectations.
  • Assist other infrastructure teams with server and network issues and installations when onsite technical resources are not available.

Principal Duties and Responsibilities:

Note: Lower levels of this job may not be responsible for all of the duties listed.

OPERATIONAL SUPPORT:
  • Respond to requests from the Helpdesk and support internal users on various desktop systems issues. Assess assigned severity levels and prioritize work accordingly. In some locations (may) maintain print queues.
  • Provide extended technical support to local network or system users and troubleshoot user software or hardware problems in line with support policies. (May) exchange equipment parts. Train customers on various tools and systems. Maintain documentation and training material for supported services. Communicate highly technical information to both technical and nontechnical personnel. Provide hands on help to other IT groups.
  • Implement and follow standards and policies as defined by corporate and division senior management; escalate exceptions to direct manager or senior management staff.
  • Participate in information technology and infrastructure projects. Test new equipment and systems prior to implementation. Implement and communicate new technology to internal end users.
  • (May be required to) transport setup and maintain systems for special events such as trade shows or conferences.
  • In non U.S. geos where applicable audit and monitor the health of all local networks and servers. Regularly back up local server data. Troubleshoot and maintain backup systems. Contribute to disaster recovery programs.
  • Install and configure PCs within the local geographical region using standard processes and tools.
  • Receive and work on break/fix requests from the Helpdesk. Send Users replacement system and coordinate system repair with vendors.
  • Interact and collaborate with vendors regarding PC repairs and vendor related tickets
  • Hold brown bag sessions to inform users of new initiatives.
  • Contribute to and help create end user selfhelp documents and other training material.
  • Coordinate transfer of customer data during system upgrades or machine breakdowns.
  • Assist facilities with onsite project work for office relocation or refurbishment.
  • At senior levels recommend hardware and software solutions.
  • At senior levels provide coaching to less experienced IT Specialists.
ADDITIONAL REQUIREMENTS:
  • Certification training such as MCSE and MCP preferred.
  • Participate in a 24x5 global support team. (May be required to) be oncall during specific times/projects.
  • ITIL Foundations preferred
  • Experience in understanding customers needs as well as meeting customers expectations