IT Support Specialist

4 days ago

Gurgaon, Haryana, India Hatch Full time
Job Title:

Service Desk Technician

Job Summary:

Hatch is currently seeking a skilled Service Desk Technician to join our team in Gurugram, Haryana. As a Service Desk Technician, you will be responsible for providing technical support to end-users, responding to service requests, and prioritizing and managing service support requests.

Responsibilities:
  • Provide technical support to end-users in local offices and remote offices.
  • Respond to service requests and incidents from customers and users via telephone, email, chat, or web portal.
  • Prioritize and manage service support requests in line with expected service levels targets.
  • Escalate complex or unresolved problems to the appropriate level of support.
  • Setup, oversee, and teardown corporate events.
  • Monitor and update the service delivery system for assigned tickets and assigned locations and/or projects.
  • Deploy image and software to computers locally and remotely.
  • Prepare and provide support documentation, including procedural documentation when required.
  • Manage the breakdown, relocation, and set-up of workstations to accommodate user relocations, site relocation, site remodels, and new location installations.
  • Promote and adhere to departmental and organizational information security policies, standards, and procedures.
Qualifications:
  • College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment.
  • Ability to support HP laptop/desktop computers, peripherals, Ricoh, Canon, HP multi-function printers, and other computer hardware.
  • Knowledge of engineering software such as Autodesk, ESRI, and Bentley products is a clear advantage but not required.
  • Familiarity with standard Service Desk software and a good knowledge of remote user support.
  • Excellent understanding of Microsoft products, including MS Office 365, Teams, SharePoint, and OneDrive is required.
  • Application Support for Adobe Acrobat, Bluebeam, and other current and new applications that exist within the organization.
  • In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange, and 365 Admin.
  • Experienced in handling Events, Live Meetings, Webinars, and corporate events using MS Teams, WebEx, or Zoom Video or similar platforms.
  • Exposure to IT Service Management and delivery systems, e.g. Zendesk, ServiceNow, Remedy; Jira.
  • Strong analytical, problem-solving, and troubleshooting skills.
  • Ability to function well in a team environment; work independently as needed.
  • A+, Network+, Security+ or MCP certifications are an asset.
  • Strong customer focus skills.
  • Strong oral and writing proficiency in English is mandatory.
  • Minimum two-year relevant experience working in a similar corporate service desk technical support role.
  • All candidates must have legal authorization to work without employer sponsorship and ability to travel if necessary.

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