Service Desk Support Specialist

2 weeks ago

Bengaluru, Karnataka, India MACOM Full time

MACOM is an Equal Opportunity Employer.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital status, or veteran status or any other legally protected status.

Service Desk Support Specialist

Job Purpose:

As a Service Desk Support Specialist at MACOM Technology Solutions, you will deliver a broad range of IT services across International. You will work as part of a small and dynamic Global IT team, demonstrating your ability to work independently with customers to deliver various IT services to US and International offices. The position reports to the IT Support Manager.

Position Description:

The Service Desk Support Specialist will provide operational IT support for International Leaders and their teams. You will apply practical and pragmatic IT practices and solutions across a range of IT functions. The position requires a self-motivated, hands-on, customer-service-oriented individual.

Day-to-Day Responsibilities:

  • Troubleshoot and resolve user issues by performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Walk the customer through the problem-solving process.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Escalate issues to Tier 3 as needed.
  • Provide remote support for US & International offices.
  • Perform all work according to defined process while keeping pace with fast business growth.
  • Assist in developing and documenting improvements to current processes.
  • Handle all requests in a quick and timely manner.
  • Taking Ownership & Teamwork skills.

Key Competencies Required:

  • Excellent interpersonal skills and a good team player.
  • Strong English verbal and written communication skills.
  • 3+ years related IT Support experience.
  • Experience working from a help desk management system.
  • Flexibility to work in different shifts.
  • Experience in Email systems (O365 & Active Directory).
  • Experience in MS office suite, IE, and windows 10.
  • Understanding of mobile device management.
  • Good troubleshooting skills on Laptop hardware's.
  • A passion for solving problems.
  • Ability to work independently and in teams reaching high levels of productivity.
  • Can see tasks through to 100% completion.
  • Demonstrates strong work ethic.

Qualifications and Requirements:

  • BSc/BA/Diploma in IT, Computer Science, or equivalent field.
  • Technical understanding (technical knowledge across a broad range of technologies and IT systems).
  • Printer management (Local/Shared).
  • iPhone & Android OS config & troubleshooting.
  • Macintosh support.
  • Linux support.
  • Microsoft Intune & windows security updates patching.
  • Understanding of engineering applications (Solid works, Silvaco, Altium etc).
  • Understanding of Business applications (SAP, Agile etc).

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