Technical Support Engineer 1 - MacOS,IOS,Windows

PERSOL; DLF City Phase 2; On-site; INR 360,000 - 600,000; Part time

Job summary

PERSOL is seeking a Technical Support professional for a 1-year contract at our Gurgaon, India office. The role requires 2+ years of experience, onsite work, and shift/weekend flexibility.

You will manage an IT support team, provide remote assistance, and coordinate with global and local stakeholders to ensure high-quality IT services. Responsibilities include incident resolution, service desk interactions via ServiceNow, and collaboration with vendors to maintain hardware and software standards

Qualifications

• 2+ years of prior experience supporting a complex technology environment and users.
• Superior analytical and problem-solving skills.
• Experience managing outages.
• Excellent written and verbal communication.
• Excellent relationship-building skills.
• Ability to work collaboratively within a team.
• Ability to handle multiple assignments concurrently.
• Ability to prioritize based on criticality.
• Comfortable working independently based on time-zone requirements.
• English proficiency required: Upper-Intermediate.
• Ability to work 100% onsite.
• Ability to work weekends, public holidays and shifts.

Responsibilities

• Manage and lead the IT support team of contractors in India and provide IT support to INDIA users.
• Participate in decision making to embrace better customer service and work with local business in accordance.
• Communicate with the local business with respect to all IT services provided and address all concerns and issues identified by the business.
• Support and embrace the global standards related to both hardware and software for the Gurgaon/India users.
• Provide remote/virtual support using Zoom or other remote tools available to technicians.
• Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.
• Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests.
• Use additional IT tools to provide 1st line resolutions, including Okta Admin, Active Directory, Intune, ServiceNow, Zoom, etc.
• Manage local and regional vendors to ensure the delivery of IT services that are both cost effective and of the highest quality.

Skills

IT Support

Analytical Skills

Problem Solving

Communication

Teamwork

Time Management

Time-zone Flexibility

English Proficiency

Onsite Work

Weekend/Shift Availability

Tools

ServiceNow

Okta Admin

Active Directory

Intune

Zoom

Job description

Immediate Joiners Only

Job Details

• Position: Technical Support
• Location: Gurgaon, India New Office
• Employment Type: 1-Year Contract
• Experience Required: 2+ Years
• Working Days: 5 Days a Week
• Weekend/Public Holiday: Candidate should be flexible to work weekends and public holidays when required
• Shift Flexibility: Candidate should be comfortable working in shifts
• Business Travel: May be required occasionally
• Location: Building No. 9, Tower A, 9th Floor, DLF Cyber City, DLF Phase 3, Gurugram, Haryana 122002.

Job Description:Operations and Administration

• Manage and lead the IT support team of contractors in India and provide IT support to INDIA users.
• Participate in decision making to embrace better customer service and work with local business in accordance.
• Communicate with the local business with respect to all IT services provided and address all concerns and issues identified by the business.
• Support and embrace the global standards related to both hardware and software for the Gurgaon/India users.
• Provide remote/virtual support using Zoom or other remote tools available to technicians.
• Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.
• Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests.
• Use additional IT tools to provide 1st line resolutions, including Okta Admin, Active Directory, Intune, ServiceNow, Zoom, etc.
• Manage local and regional vendors to ensure the delivery of IT services that are both cost effective and of the highest quality.

Strategy, Escalations, Collaboration & Documentation

• Collaborate with key stakeholders to understand business needs and dependencies to better align the support requirements.
• Record incidents accurately and timely in the ServiceNow ticket management system.
• Clearly articulate strategic issues and provide relevant, logical options for solving them.
• Communicate with 2nd line support teams for incident follow-ups or escalations.
• Identify, modify, create, and work with Knowledge Managers regarding outdated documentation.
• Keep customers informed about their open tickets.

Miscellaneous

• Support Windows, macOS, iOS and Android operating systems.
• Support Apple, Dell, and Lenovo devices.
• Support printing and MFP setups in the WBD environment.
• Occasional business travel may be required.
• Participate in global projects as required to deliver new services.
• Perform any other ad hoc responsibilities as requested by the Manager.

Qualifications & Experience

• 2+ years of prior experience supporting a complex technology environment and users.
• Superior analytical and problem-solving skills.
• Experience managing outages.
• Excellent written and verbal communication.
• Excellent relationship-building skills.
• Ability to work collaboratively within a team.
• Ability to handle multiple assignments concurrently.
• Ability to prioritize based on criticality.
• Comfortable working independently based on time-zone requirements.
• English proficiency required: Upper-Intermediate.
• Ability to work 100% onsite.
• Ability to work weekends, public holidays and shifts.