Information Technology Support Specialist

2 days ago

bangalore, India Recro Full time

Summary:The Lead IT Support Engineer delivers effective support to users, partners, and key stakeholders in a timely, professional, and customer-oriented demeanor. The Lead IT support Engineer will serve as the primary point for incoming support inquiries and ensure the reliability and operation of various end-user computing systems. This person will actively use our ticketing system to effectively manage support issues and communicate/document issues for escalation to support groups. They will also provide leadership and technical guidance to the entiresupport team.Essential duties/responsibilities:● Provide technical assistance and day-to-day support for local and remote incoming inquiriesrelated but not limited to computer systems, software, hardware, printers, and phones.● Walk through the problem-solving process with staff both local and remote and respond viaemail, ticketing system, and phone after leveraging diagnostic programs and other utilities tofind resolutions to problems.● Help the team document processes and procedures, including troubleshooting steps, andwrite end-user instructional manuals, guides, and knowledge base articles to post andmaintain on our service desk portal.● Participate and conduct technology workshops for our end users.● Ensure timely processing of on/off boarding staff (i.e., new hire/termination process).● Utilize existing Curriculum Associates policies and procedures and apply in supportsituations as required.● Assist with system patching and coordinate with the IT Infrastructure team on larger scaleupgrades, deployments, and security initiatives.● Provide technology assistance, coaching and guidance to the team.Required Job Skills and Abilities:● Experience in IT Support Services, PC, Mac troubleshooting and problem resolution.● Windows, MacOS and iOS experience is preferred.● Have strong organizational skills, problem-solving skills, and are detail orientated.● Have strong experience using and supporting multiple collaboration products.● Have strong customer service skills with high concern for customer satisfaction.● Good written and verbal communications skills.● Knowledge of Helpdesk Applications.● Experience providing tiered support with in-depth knowledge of desktop/applicationtroubleshooting.● MS Office 365 Productivity Suite, both past and current, with aptitude to pick up newapplication support quickly.● Basic understanding of networking concepts, including DNS, DHCP, and TCPIP and how itrelates to the desktop environment.● Experience with desktop maintenance tools.● Experience with Active Directory user and group administration.● The ability to apply a clear and consistent troubleshooting methodology to support relatedissues.● Experience with system provisioning suites.● Enjoy working in a collaborative environment where priorities shift to meet the needs of theorganization.Required Education and Experience:● 10+ years’ experience in a relevant role preferred.● Relevant certifications are advantageous.

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