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End User Support Specialist
2 months ago
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)
