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End User Support Specialist

2 months ago

Mumbai, India Vizlogic Digital Solutions Pvt. Ltd. Full time

Job Responsibilities

  • Provide high-quality technical support for all employees (the customer) via the global IT Service Desk: Email, voice, chat, and in person
  • Create and update Knowledge Base articles to increase service quality through consistent and predictable solutions and promote self-service resources Deliver timely solutions, excellent communication.
  • Liaise with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows (knowledge) in a dynamic environment
  • Follow a common set of practices and principles for the support team with regards to ticket management, knowledge ownership, customer escalation, and major incident management.
  • Provide shift-left methodology to new solutions from escalation teams to build up the HMH knowledge base.
  • Embody a colleague-centric culture of trust, communication, and support


Qualifications

  • Strong technical skills supporting end users in MS Azure, Entra ID, Endpoint Manager, and Office 365
  • Excellent written and spoken communications in English, and local language
  • Minimum of 3 years of experience in IT support environments (SD and onsite)
  • Familiar with ITIL framework and terminology, foundations certification is a plus
  • Ability to communicate technical information to non-technical users

Desired Characteristics

  • Demonstrated knowledge-centered approach to IT support
  • Skilled at preparing process documentation for KM and Training
  • Self-motivated, able to work under minimal supervision and demonstrate results


Additional Information

  • Must be legally authorized to work in India on a full-time basis, now or in the future, without employer sponsorship for employment visa status
  • No relocation assistance


Location – Office located in Thane, suburb of Mumbai, India (work-from-office position)