Technical Support Specialist

7 days ago


Hyderabad, Telangana, India Ivy Full time

Company Overview

Ivy is a global leader in software and support services, partnering with the world's biggest online gaming and entertainment groups. Founded in 2001, we've grown from a small tech company to a global innovator, delivering pioneering technology, gaming, and business solutions to millions of consumers worldwide.

We're committed to excellence, ensuring that our customers receive high-quality and timely service and support from our dedicated team of professionals.

Job Description

The Senior Engineer is responsible for providing exceptional technical support to internal customers, resolving IT service issues and requests efficiently and effectively.

This role requires strong technical troubleshooting and analytical skills, as well as excellent customer service abilities. The successful candidate will be able to work independently and collaboratively as part of a dynamic team.

Key Responsibilities

  • Act as single point of contact for all internal customer IT incidents and service requests
  • Troubleshoot and resolve workplace-related internal customer issues via telephone or remote access
  • Accurately record and document all details of the issue or service request
  • Perform active directory related operational tasks like management of user accounts, access, secure and file share groups
  • Provide 'how to' assistance on all internally supported devices, applications, and systems
  • Escalate to appropriate on-site team or subject-matter experts as needed

Required Skills and Qualifications

To succeed in this role, you'll need:

  • Strong IT service support experience in executing corporate IT related tasks within service level agreements
  • Minimum 4 - 6 years of relevant IT support services experience
  • Solid technical knowledge on Microsoft Windows 10, Azure AD, and Office 365
  • Working knowledge on Active directory, Azure AD, Exchange, and MS Teams user account and Secure groups management related tasks
  • Strong professional communication skills capable of communicating with both technical and non-technical remote customers

Benefits

We offer a competitive salary package, including benefits such as safe home pickup and drop-off, group mediclaim policy, group critical illness policy, communication and relocation allowance, and annual health check.



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