Senior Staff IT Help Desk

3 weeks ago

Gurgaon, Haryana, India ANSR Summit Consulting Full time

Role and Responsibilities:

Own and resolve all technical escalations within the IT team that are unable to be solved by less experienced team members

  • Conduct in-depth root case analysis for major incidents and outages
  • Identify gaps in processes and procedures as part of the RCA process and implement solutions to close those gaps
  • Collaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systems
  • Provide insights from a user support perspective during the planning and implementation of IT projects
  • Evaluate new technologies and solutions that align with IT goals and directives
  • Provide leadership within the IT Support team, guiding and mentoring junior staff members
  • Stay current with industry trends, emerging technologies, and best practices in IT Support
  • Pursue relevant certifications and training to maintain a high level of expertise

Job Requirement:

  • 12+ years of experience in an IT-related role or field
  • Bachelors degree in Computer Science, Information Technology, or related field or equivalent work experience
  • Ability to quickly and accurately resolve advanced, complex issues while maintaining composure and focus
  • Ability to lead large cross-functional projects with various stakeholders across the organization
  • Ability to identify and implement process improvements independently
  • Maintain ownership and skills in all IT core business areas
  • Teamwork skills with a problem-solving attitude and willing to take a variety of approaches
  • Excellent analytical and time management skills, with a proven ability to deliver value independently
  • Ability to demonstrate clear & confident communication skills both written and verbal
  • Ability to handle multiple requests / projects simultaneously and prioritize
  • Ability to deal with problems and technical issues in a friendly, calm and reassuring manner for customers
  • Provide onsite Support to office technology
  • Proficient in both Intune (autopilot endpoint deployment) and Jamf
  • Google Workspace administration
  • Skilled in asset management systems such as Asset Panda
  • Excellent troubleshooting skills for both MacOS and Windows 11

Preferred:

  • Proficiency in Palo Alto firewall is strongly preferred
  • Project management certifications
  • Google Workspace administration certifications
  • Application / system integration experience
  • Knowledgeable in Slack administration

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