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Senior IT Specialist

4 weeks ago

Delhi, Delhi, India Hudson RPO Full time
Job Title: Senior IT Specialist

Job Summary:

We are seeking a highly skilled Senior IT Specialist to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support to our employees across multiple offices.

Main Responsibilities:

  • Act as a Senior Specialist - IT for the provision of IT Service across multiple offices
  • Liaise with 3rd party partners/suppliers
  • Guide junior members of staff
  • Act as a single point of contact for all incoming calls, emails, chat, and self-service portal from customers regarding IT issues and queries
  • Work closely with the IT Service Management team and Lead Specialist - IT India to ensure customers are properly managed and supported
  • Providing expertise and recommendations for major incidents and their analysis
  • 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information
  • Ensure all calls and emails are logged and managed within the firm's service management system
  • Keep customers updated on outstanding tickets
  • Take responsibility for calls and see them through to completion
  • Providing remote and in-person support for local office and beyond
  • Provision new laptops and IT peripherals

About You:

  • Able to provide Senior level of Service Team knowledge in a Support environment
  • Good communication, teamwork, and interpersonal skills
  • Ability to cope with pressures of peak workloads, short deadlines
  • Customer service orientation to consistently improve and evolve the services provided
  • Capability to work independently and manage priorities
  • Experience in a technical support role
  • Confident with a range of workplace technology to support needs of growing office
  • Experience of supporting Windows 10, MacOS, and Office 365
  • Experience with management tools including Autopilot, JAMF, and InTune to manage global workplace
  • Ability to mentor junior colleagues

Expectations:

  • This role is office-based, and the successful candidate will be expected to work entirely from one of our offices
  • Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones