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Technical Specialist
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Description
Title: Technical Specialist - Techhub- Desktop
Department: Technology Infrastructure Services – Desktop Services
Reports to: Senior Technical Manager – Desktop Services
Location: India
Job Type: Permanent
Grade: 4
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.
About Technology
The Technology function provides IT services to the Fidelity International business, globally. This includes the development and support of business applications that underpin our revenue, operational, compliance, finance, legal, marketing and customer service functions. The broader organisation incorporates Technology Infrastructure Services (TIS) that the firm relies on to operate on a day to day basis including data centre, networks, proximity services, security, application Infrastructure, incident management and remediation.
Purpose of your role
Desktop Services lead – is part of an IT team that provides support to Fidelity business units across the Locations. He/she has primary responsibility for hardware and software support services, maintaining customer satisfaction through problem resolution, Service Level Agreements (SLA) and being the lead, focus of a localised technical team. The role involves exposure to other Technical Services technologies groups and requires a solid understanding of how these interact together and the processes for delivery.
Be a fully experienced employee able to handle more complex work or service provision. Work with limited supervision to achieve agreed targets and goals. Demonstrate either specialist technical knowledge, project skills and people management skills. Ensures that activities of direct & indirect subordinates support the overall area goals. Actively participate as a team member – share with colleague - knowledge, skills and experience of process, product, standards and systems.Your key accountabilities
Resolving Service Requests and Incidents within SLA - Enhance Client experience by reducing repeated issues. Work on complex problems - use Nexthink, identify root cause and create KB articles. Follow escalations if SLAs are breaching. Ensure Service Level Agreements are met and maintained. Achieve high quality of service support to the business community. Complete identified objectives - Requiring some management ability across IT functions. Collaborate with Infrastructure teams on high severity issues and provide resolution to end users. End Users IT Assets Management - Managing Data Quality. Projects Support - Executing and driving Project work with great client experience.Skills and experience
IT experience, with proven technical support experience. Solid knowledge of desktop environments Windows10. Advanced troubleshooting of OS related issues, MAC OS. In-depth knowledge of O365 architecture. Advanced troubleshooting skills in solving O365 app issues like Outlook, MS Teams etc. Experience of Audio/Video technologies support - Zoom room with Poly devices. Industry Recognised Qualifications – MCP, MCSE, and CCNA. Analytical and problem-solving skills. Sound knowledge on Network & Internet applications Good to have a team leadership experience. ITL certified (Desirable) with a knowledge of structured change management. Organised and be able to work under pressure and on tight deadlines. Flexible team player, comfortable in a multi-national environment. Strong relationship with business units. Experience in dealing with different kind of business environments. Client management experience - ability to interact with senior stakeholders and VIPs Flexible and adaptable, responds rapidly to changing agendas. Able to re-prioritise and organise effectively. Communicator – excellent written and verbal skills, good attention to detail.Desirable skills
Knowledge of Microsoft BackOffice products. Knowledge of Application and security patches deployment through SCCM, Microsoft Intune. Modern Desktop Management and VDI infrastructure - Citrix based Knowledge of software packaging knowledge of WAN and LAN dependenciesFeel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.
