Technical Support Specialist
3 weeks ago
**About Merative Technologies India Private Limited**
Mericare is a leading provider of innovative healthcare solutions, and we're seeking a skilled Help Desk Technical Lead to join our team.
We offer a competitive salary of ₹7.5 lakhs per annum, making this an attractive opportunity for IT professionals in Bangalore.
As a Help Desk Technical Lead, you'll play a crucial role in supporting our clients with their technical queries and resolving issues efficiently.
Key Responsibilities:
- Liaise with vendors (Dell/SHI and Apple ACE) to ensure warranty programs are aligned
- Analyze Top Ticket Drivers and develop strategies to reduce them, improving the end-user experience
- Collaborate with Product Owners, vendor teams, mail teams, Devices teams, and Engineering teams for PC/Mac interlocks
- Foster cross-squad collaboration as a facilitator between Service Management, Content teams, and reporting teams
- Drive E2E calls with HD, L2, and L3 teams
- Handle incident breach notifications and coordinate with relevant teams
- Ensure Help Desk Support Readiness by collaborating with new support teams
- Conduct Root Cause Analysis (RCA) on major outages affecting Help Desks and implement lessons learned
- Data mining and analysis to support transformation activities
- Monitor OKR/KPIs and survey feedback to improve services, tools, and support experience
- Identify automation opportunities and process improvements
- Work closely with IT Operations to identify areas for improvement
- Develop processes according to standard requirements and best practices
Requirements:
- Familiarity with the ITIL framework
- Hands-on experience with MacOs and Windows PC
- Knowledge of Active Directory, MS Exchange, and Office 365
- Advanced Excel and database management skills
- Excellent troubleshooting capabilities
- Customer orientation and strong verbal and written communication skills
- Bachelor's degree in engineering or equivalent; master's degree preferred
- Strong organizational skills, excellent interpersonal skills, and ability to document risk and controls clearly
- Motivated self-starter with adaptability, independence, and attention to detail
- Effective communicator in both oral and written formats
- Continuous learner
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