JBPIND - IT Help Desk

3 weeks ago

Bengaluru, India JBPCO India Full time
Company OverviewJB Poindexter (India) Private Limited

is a

subsidiary of J.B.Poindexter & Co., Inc. a privately held diversified manufacturing company forecasting $2.4B in annual revenue and 8,000 team members in 2024. The eight operating subsidiaries, covering over 50 locations, are engaged in the production of commercial truck bodies, step-vans, utility trucks, funeral coaches, limousines, pickup truck bed enclosures, precision machining, and expandable foam plastic packaging. For more information, visit

for more details.JB Poindexter (India) Private Limited

is the captive shared services unit of the

J.B. Poindexter & Co., Inc.

The company, wholly owned by J. B. Poindexter & Co., Inc. & is headquartered in Houston, Texas, USA.Position OverviewAs a Service Desk Administrator, you will provide Tier 1 support to our customers via phone, email, and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond the Tier I span of control.The successful candidate for this role will have strong analytical and troubleshooting skills, experience with multiple technology platforms, solid communication skills, work well within a team and across teams, and a desire to continue learning and strive for continual improvement.The employee is expected to adhere to ethics policies and practices as established by J.B. Poindexter & Co.Primary Duties & ResponsibilitiesProvide level I and level II support for multiple business units while effectively working independently to resolve level I escalations.Promptly monitor, respond, and process service requests entered through the ticketing system while prioritizing issues by a first-in, first-out workflowRespond to customer issues via phone, email, and computer chat.Creating and managing system permissions and user accounts in AD.Perform troubleshooting as required. As such, lead problem-solving efforts often involving outside vendors and other support organizations.Monitor performance and maintain systems according to requirements.Ensuring data is stored securely and backed up regularly.Provide customer assistance.Document customer interactionsRun diagnostics to resolve customer-reported issues.Escalate issues to the appropriate tier 2 or tier 3 group.Follow up with customers to ensure issues are resolved.Install, make changes, and repair computer hardware and software.Keep a track of IT assets.)Maintain inventory of all equipment including company phones, monitors, PCs, and software while organizing and maintaining a functional supply room.Adhere to all standards, policies, and procedures in relation to Information TechnologyEnsure adherence to all Occupational Health & Safety Act rules and regulations, the IHSA’s EUS rulebook, and company safe work practices, environmental policies, and Health & Safety Management SystemPerform other duties related to the above job purpose.Some travel may be required.Education and ExperienceBachelor’s degree from a recognized university, with a major in MIS, Computer Technology, or Computer Engineering preferred.Working knowledge of MFA, Office 365, Exchange, WEBEX, and TeamViewerProficiency with MAC and Windows-based systemsExcellent problem-solving, organizational, analytical, and time-management skillsHigh degree of judgment, discretion, and attention to detailCritical thinking and excellent research and analytical skillsResponsible for quality and quantity of work, care, and condition of tools, materials, and equipment. Must be fully aware of job hazards and use appropriate safety equipment and procedures to protect self and othersRequired SkillsExperience leading overall infrastructure for a complex organization and network.Working knowledge of VMware, SAN and related technologies. Cisco-based network communications Technology. High availability and disaster recovery architecture, communication and related technologies.Cloud and Cyber Security experience essentialDemonstrable record of achievements in the IT field.Familiarity with project management tools including scope documents, communication plans and project schedules.Excellent problem-solving, organizational, analytical and time-management skillsHigh degree of judgment, discretion and attention to detailCritical thinking and excellent research and analytical skillsLeadership, supervisory and management training/skills.Strong oral and written communication skills and the ability to interact with all levels within the organization.Responsible for quality and quantity of work, care and condition of tools, materials and equipment. Must be fully aware of job hazards and use appropriate safety equipment and procedures to protect self and others.Bachelor’s degree with study in MIS or an Information Technology related fieldCompTIA A+, Network+ is preferred.Minimum three years of IT service desk experience, preferably through level IICode of Ethics:JB Poindexter (India) Private Limited , requires the highest standard of ethics in all business dealings, with customers, suppliers, advisors, employees, and authorities. This position shall actively ensure that his/her own activities and those of all employees within the project meet this obligation. JBPCO critical standards and procedures related to expected conduct are detailed on the company website. This position is expected to be familiar with these policies and ensure that they are implemented in all areas of control.

Employee Benefits

Across the country, the JBPCO business enterprise offers a comprehensive and competitive benefits package that goes beyond the paycheck. See below for some of our benefits.List of Employee Benefits:Medical Coverage

Prescription Coverage

Telemedicine

Member Discounts

Dental Coverage

Vision Coverage

Maternity Care

Supplemental

Care Program

Employee Assistance

Benefit Advocate Center

Important Contacts

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