Tech Support Analyst II

LPL Financials; Hyderabad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

LPL Home Office Technologies is seeking an Analyst II, Home Office Tech to provide IT Support to our internal employees, resolving issues promptly across multiple channels and helping roll out new technologies.

You will contribute to knowledge base development, support onboarding, and partner with Active Directory, Messaging, Network, Engineering, and Security teams while adhering to ITIL processes and maintaining high-touch, enterprise-grade service.

Qualifications

• 2+ years of Tech Support experience including Windows and Mac
• Experience with workstation setup, Citrix VDI, conference room support, networking
• Experience in Active Directory, Office 365, corporate networks, and mobile device technology

Responsibilities

• Provides Tier 2 end-user computing support for employees and contingent workers
• Responds to incidents and requests within a ticketing system with timely resolutions
• Deploys and troubleshoots devices (laptops, desktops, printers, MFPs, wireless) per policy
• Reimage computers and perform moves, adds, changes; install and decommission
• Install, configure, and troubleshoot Windows and Mac OS and Office apps
• Support remote users via VPN connectivity
• Provide customer training and document knowledge articles
• Adhere to ITIL change-incident-problem processes and SLAs
• Maintain high level of customer service for all queries
• Collaborate with AD, Messaging, Network, Engineering, InfoSec, Service Desk and vendors
• Perform asset inventory as needed
• Assist in onboarding and knowledge base contributions

Skills

Windows OS

Mac OS

Citrix VDI

Active Directory

Office 365

Networking

Mobile devices

Customer service

Troubleshooting

Education

Associate degree in CS

Certificate / Boot Camp

Tools

Ticketing system

VPN

Desktop/Laptop hardware

Job description

LPL Home Office Technologies is responsible for the support, engineering, and strategy for the enterprise desktop applications that our internal employees use to better serve our Advisors and Investors. Simply put, our goal is to provide a modern computing environment that is reliable, simple to use, and flexible to individual workstyles.

We are seeking a qualified professional Analyst II, Home Office Tech to provide IT Support to our LPL internal employees, resolving or escalating issues in a timely and professional manner over multiple channels of communication. Secondarily, this role will support and participate in internal IT activities such as helping rollout and drive user adoption to new technologies, ensuring new hires success with IT needs when they start at LPL, and assist in building a robust knowledge base that we be leveraged as we introduce automation and AI.

Responsibilities:

• Provides Tier 2 support for end-user computing devices for LPL employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support.
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy.
• Reimage computers/hard drives in accordance with standards.
  Perform Move, Add, and Change functions including installation and decommission.
• Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers.
• Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications.
• Configures and supports remote users including VPN client and connectivity.
• Provides customer training and knowledge documentation.
• Complies with and supports ITIL change-incident-problem management processes and work instructions.
• Troubleshoots incidents and fulfills requests within established SLAs.
• Adheres to Desktop and End User Computing processes, procedures, policies, and job aids.
• Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and senior-level support.
• Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.
• Perform asset inventory activities as needed.
• Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management.
• Provide exceptional customer service to LPL internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures.
• Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles.

Required Qualifications:

• Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option.
• 2+ years of Tech Support experience including supporting Windows and Mac
  Experience with workstation setup, Citrix VDI experience, conference room support, networking, and other related duties
• Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology.
  

Education / Preferences:

• Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies.
• Strong communication skills and collaborative attitude are key attributes for this role.
• An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required.