Support Specialist

4 weeks ago

Mumbai, India Marico Limited Full time

Job Description

Position: Executive – VIP Support Specialist.

Department: IT

Grade: JM3.

Working Mode: - ON-SITE,


Location: Corporate Office, Mumbai.

Position Summary:


**The VIP Support Specialist provides critical support to the executive leadership and to the Marico BoD as well as critical identified user.

**The position will provide technology support for VIP members or executive leadership staff, specifically related technology needs for community events, monthly meetings, and any other events (like AGM) involving VIP/BoD members or executive leadership.

**The specialist will collaborate with other members of the technology team, communication team and engagement team to ensure that the technology needs are met.

**The position may work after-hours or weekends (as needed). Responsible for providing regular updates, meeting the deadlines.


Qualification: BE (Comp/IT)/B.Sc. (IT/Comp)/B. Tech (Comp/IT)/BCA/MCA Certifications.


Required: • ITIL V4 certification preferred. • Microsoft Windows certification is a plus.

Experience: • 5 years related IT support experience including at least 3 years of experience with Windows Operating Systems, Servers, and network hardware required. • Experience supporting current versions of Microsoft Windows, Microsoft Office, and latest technologies Knowledge,


Skills & Abilities: -


• Advance understanding of video-audio technologies, Microsoft Teams environment, VoIP telecommunications technologies, and networking skills.

• Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.

• Knowledge of one or more operating systems, such as Microsoft Windows, Mac OS. • Familiarity with IT support tools, such as Active Directory, Quick-Assist, ITSM tool.

• Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari).

• Must be able to successfully manage multiple tasks, projects, and responsibilities.

• Excellent written and verbal communication skills with a particular focus on clearly articulating IT incidents and their solutions so that both end users and technical support staff understand what is being communicated.

• Ability to apply critical thinking skills in rendering solutions to various technical issues.

• Ability to independently learn new technology and provide training and instruction to VIP Support team

. • Ability to proactively preventive maintenance of VIP devices to keep 99% of uptime.

• Must be able to collaborate effectively with stakeholders (BoD), the help desk, the general public, and work with diverse groups of people.


Key Deliverables of the Role

• Responsible for executive leadership and Board of Director members support tickets.

• Installs requested software on to PC and Apple devices. • Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams. • Follows established processes and procedures, documenting work performed, including steps to resolve issues, at all times within central ticketing systems for audit and/or knowledge-based purposes. • Reports any suggestions that may improve processes or enable more efficient support to supervisor. • Designs and setup all executive leadership IT requirements for meetings.


• Acts as the coordinator between IT and the executive assistance, works with rest of department and vendors to resolve technical issues. • Required to have prompt, regular attendance in-person and be available to work on-site, inperson during regular business hours and as needed. • Performs other duties as assigned by supervisor & grand supervisor. • KPI Monitoring for VIP Support • VIP Ticket Analysis / Trending, reduction in tickets & improving TAT & CSAT • Microsoft Office365 - deployment, licensing, support • Lead Microsoft Teams Room, Webex, Zoom Support • IT Policies/SOP - System Validation & deployment.


Must have Qualities: • Should be good at read, write, understand, interpret, and apply information at a moderately complex level essential for successful job performance. • Judgmental and the ability to process information quickly. • Learn quickly and follow verbal procedures and standards. • Priorities tasks in order of importance; copy, compare, compile and coordinate information and records. • Understand how to manage stress. • Ability to be flexible and adapt as needed between various in-person working environments. Will require travel to multiple sites.


Leadership: • Service Orientation • Lead by Example • Collaboration • Grooming/training skills • Self-Contributor• Sound Analytical.


Skills Growth Path and Future :-


Member will be groomed for taking higher order roles. • Member’s aspiration for higher order responsibility with Consistent performance and results delivery for 2-3 years will enable him to be ready for higher role in function. Reporting Relationships: Report to Manager – EUS & IT Service Deliver

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