IT Support

3 weeks ago

gurgaon, India Incubit Full time
About Incubit, and the difference we make
Here at Incubit, we believe in doing work that makes an impact on the World. We are an enterprise solutions company, providing integrated technology consulting, services, products and outsourcing to our clients across the globe. With an incredibly talented and diverse team who love working with us, we combine our unparalleled problem-solving abilities with extensive experience across core business functions to create unmatched value at all business levels.
We collaborate with clients to help them become high-performance businesses by elevating experiences across their business spectrum. Our passion resonates in the work that we do, so if you are all in. So are we. Website:  Support Engineer – Service Desk Agent
Location: Gurgaon, India
Support duration: 24*7*365 (5 days working with 9 hours shift per day)
General Description:
Provide first-line technical support and assistance to end-users via phone, email, remote or ITSM tools.
Log and track all support requests and incidents in the ticketing system, ensuring accurate documentation and timely resolution.
Diagnose and resolve hardware, software, and network issues, escalating complex problems to the appropriate IT teams when necessary.
Work independently (Not only catch and dispatch) during weekends and holidays to guarantee the 9Hours x 7Days IT support based on the defined services. The 24Hx7Days service will be provided in collaboration with other teams in other time zones and locations.
Customer-focused approach with a commitment to delivering high-quality service and support.
Management of Service Provider resources on basis of SLA´s, OLA´s, SOPs, contracts and with individual targets.
Follow standard operating procedures and troubleshooting protocols to effectively address common IT issues.
Take care of new applications (New IT Landscape) which are used globally in case of incidents and problems that have a big business impact.
Capability to work in critical moments alone until the central incident managers could be brought in.
Specific Accountabilities:
·        Provide support for Information Technology products and services. Support may include answering questions, Windows troubleshooting, O365 issues handling, teaching, or instructing customers regarding software or hardware functionality and communicating policy. Additionally, it may involve troubleshooting Printer, Internet, Email, SharePoint, OneDrive, VPN etc. related issues and resolving difficulties by taking system thru remote tools.
·        Proficiency in troubleshooting common IT issues and resolving technical problems.
·        Familiarity with IT service management tools and ticketing systems.
·        Perform first level support (based on ITIL definitions & Application Support SOPs) to international users.
·        Pro-actively monitor the respective system and react to any anomaly.
·        Able to support on weekend and public holiday (Rotational basis)
·        IT infrastructure background (mailbox, VPN, communication system, desktop) is a plus.
·        Strong knowledge of IT hardware, software, and network systems.
·        Strictly follow and comply with all the rules and regulation on DB Schenker Compliance Guideline.
Skills Required:
·        Good Communication skills in English (both written and spoken)
·        Computer basic troubleshooting experience through phone / remote.
·        Good attitude, problem solving skills.
·        Strong & Fast learning ability with basic IT knowledge
·        Flexible to work on shifts / Weekends / 24*7 environment.
Experience and Qualifications
·        Experience – 1-2 years in Technical Voice Support Process or similar environment
·        Degree in Computer Science or similar major
·        Service Desk environment experience would be an advantage.
·        ITIL certificated as a plus.
Values we would love you to have:
You are respectful and act with the highest integrity. If you see something that isn’t right, you say something.
You ask questions to understand a perspective and are comfortable respectfully challenging assumptions. You are not turned off by constructive conflict to get to the right answer.
You set clear ambitious goals. You anticipate obstacles, persevere, and are accountable for your commitments.
You aren’t afraid to challenge the status quo and know that there’s no such thing as failure if you learn from it.
You seek out feedback and never settle in your quest to grow and develop. By being here, you make our company stronger.
You deeply understand and respect our users and put them at the center of everything you do.
At Incubit, we deeply believe that your career is about what you want to be and who you want to be. It’s about bringing your skills, your passion and your best true self to your work. We invite you to go for it, take the leap of faith, and apply for this job if it sparks your curiosity. Join Incubit and make an Impact

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