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Senior Staff IT Help Desk T500-15796

1 month ago

Gurgaon, Haryana, India Summit Consulting Services 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
Bachelor's 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