Help Desk Support Specialist

NXP Semiconductors; Dadri; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

NXP Semiconductors is seeking a seasoned Global IT Support Analyst to join the Global IT Service Desk in Noida. You will research and solve complex software and hardware issues, diagnose problems, and provide prompt user support across time zones.

Responsibilities include maintaining logs, escalating to specialized teams, and delivering high-quality end-user experiences. Flexibility to work in a 24/7 rostered environment is required.

Qualifications

• Bachelor's degree in computer science, information systems or hardware.
• 7+ years hands-on experience in the computer domain.
• ITIL V3/V4 certification is a plus.
• Knowledge of ServiceNow platform and admin accounts desirable.

Responsibilities

• Provide prompt and accurate feedback to users.
• Troubleshoot software and hardware issues and diagnose root causes.
• Log and document all issues in the ticketing system.
• Escalate unresolved issues to SCCM, AD, Network, IAM, or connectivity teams.
• Handle multiple tasks with effective prioritization in a 24/7 rostered environment.
• Prepare timely reports and maintain good end-user relationships.

Skills

Communication skills

Troubleshooting

ITIL knowledge

Network configuration

Multi-OS support

Team collaboration

Education

Bachelor's degree in CS/IS or hardware

ITIL certification (V3/V4)

Tools

ServiceNow

Job description

We are seeking experienced and proactive Global IT Support to join our dynamic team. The successful candidate will be responsible for researching and identifying solutions to software and hardware issues, diagnosing, and troubleshooting technical issues, and providing prompt and effective support to NXP Global IT end-users. The Global Technical Service Desk Engineer / Analyst will play a critical role in ensuring the smooth operation of IT systems and delivering exceptional user experiences.

Responsibilities

• Excellent communication skills, both verbal and written.
• Able to handle verbal technical communication from Engineers
• Research and identify solutions to software and hardware and Software issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Utilize ITIL process knowledge to handle service now efficiently.
• Provide prompt and accurate feedback to users.
• Ensure all issues are properly logged and documented in the ticketing system.
• Awareness on engineering lab devices and criticality.
• Ask end users targeted questions to quickly understand the root of the problem.
• Track computer system issues through resolution, within agreed time limits.
• Provide technical support to end-users via phone, email, or chat until issues are resolved.
• Properly escalate unresolved issues to appropriate internal teams (e.g., SCCM, AD, Network, IAM, Connectivity Teams).
• Prioritize and manage several open issues at one time effectively.
• Follow up / Track and Track with users to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports as required.
• Experience with network configuration and account setup.
• Ability to handle multiple tasks and prioritize effectively.
• Ability to work independently and as part of a team.
• Maintain positive and jovial relationships with IT end users
• Ensure all issues are properly logged and documented.
• Document technical knowledge in the form of notes and manuals.
• Maintain positive and jovial relationships with clients

Job Qualifications and Requirement

• Bachelors degree or advanced diploma in computer science, information systems or hardware.
• 7+ years hands on experience in the computer domain.
• Certification / Degree related to computer engineering is an added value.
• ITIL V3 / V4 Certification is also a plus
• A knowledge of the Service Now Platform and Admin Accounts is desirable.

Work Hours

The Global Technical Service Desk operates across multiple time zones to provide 24/7 support. Flexibility in work hours is required to accommodate different regions.

Location

This position will be based at Noida

Skills

• Demonstrate high levels of drive along with willingness to collaborate and problem-solving skills.
• Proven work experience as a Global Environment with Technical Support Engineer, Desktop Support Engineer, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Structured way of working, good interpersonal skills, and ability to communicate efficiently with a global team.
• Quick understanding of new topics and ability to guide teams towards the best possible solutions.
• Working in 24X7 rostered shift environment is one of the main requirements of this role and flexibility to working with user in this capacity is highly desirable.