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Technical Support

4 weeks ago

Bengaluru, Karnataka, India myGwork Full time

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.


The Role

Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes. 

You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.

Key Responsibilities:

  • Ticket Management: Working on escalated tickets.

  • Call Resolution: Coordinate with appropriate teams for call resolution for high severity or escalated calls.

  • OS/Hardware Recovery: Recovery of OS/Hardware to a consistent state.

  • Customer Liaison: Liaison with customers for complex technical issues and capacity planning.

  • Patching and Reporting: Maintenance and upgrade of patching applications and reporting systems.

  • Vendor Coordination: 3rd party vendor coordination and handling escalation.

  • Meeting Participation: Attend and actively participate in management meetings, client meetings, and workshops.

  • Task Delegation: Delegate tasks to subordinate teams and follow up to ensure completion.

  • Incident Review: Review of historic incidents to discover regularly repeating incidents.

  • Problem Record Creation: Problem record creation for RCA analysis of Severity 1 incidents.

  • Vendor Escalation: Hardware and software vendor escalation for problem record resolution.

  • RCA Documentation: Responsible for reviewing and updating RCA documents for Severity 1 & Severity 2 calls.

  • Progress Monitoring: Problem escalation and progress monitoring.

  • Proactive Management: Proactive problem management.

  • Historic Incident Handling: Handling of problems related to historic incidents.
     

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.

As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of - and taking action on the problem.

If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Your Future at Kyndryl
Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond - taking your future to the next level. With Kyndryl, the sky's the limit.


Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Technical and Professional Expertise

  • Over 10 years of hands-on experience in troubleshooting on the Windows Server platform.

  • Expertise in managing and troubleshooting Active Directory.

  • Proficient in DNS services management and troubleshooting.

  • Skilled in DHCP configuration and troubleshooting.

  • Experienced in handling FTP services.

  • Microsoft Certified Professional.

  • Lifecycle Management: Understand the lifecycle of infrastructure projects (Design, Implement, Transition, and Operation).

  • Windows Architecture: In-depth understanding and troubleshooting experience with Windows architecture.

  • On-Call Support: Available 24/7 for on-call support.

  • Infrastructure Setup: Setup and maintenance of Windows 2012, Windows 2016 Servers, Windows Server 2019 Domain Controllers, DNS Servers, DHCP Servers, File Server, and DFS.

  • Cluster Management: Install, configure, and manage multi-node clusters for applications, MS SQL, and Exchange.

  • Troubleshooting: Hands-on experience in troubleshooting multi-node clusters with MSSQL across multiple sites.

  • Cloud Experience: Experience in Azure/ADFS and Azure cloud IaaS, PaaS.

  • Best Practices: Implementing best practices.

  • Security Management: Taking ownership of virus outbreaks and security incidents management.

  • Technical Leadership: Provide technical leadership and internal training to subordinate teams.

  • Documentation: Documentation of best practices. Review of KEDB and SOP.

  • Problem Management: Problem management and RCA. Identifying problem areas, trending, and recommendations.

  • Trend Analysis: Trend analysis of issues and corrective actions.

  • Capacity Planning: Forecasting and recommendations for capacity like disk, memory, CPU, etc.


Preferred Technical and Professional Experience

  • Extensive knowledge of VMware Infrastructure.

  • VMware Certified Professional.

  • Azure Certified Professional.


Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.


What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.