IT Helpdesk Support Expert

6 days ago

Bengaluru, India Sartorius Full time

For Sartorius Stedim India Pvt. Ltd, we are looking for an IT Helpdesk Support Expert to join our team in Bangalore. The IT Helpdesk Support Expert will be responsible for ticket tracking to document all support incidents and to create and maintain, detailed and complete helpdesk documentation

**What you will accomplish together with us**:

- Utilize ticket tracking system to document all support incidents
- Creates and maintains, detailed and complete, Helpdesk documentation
- Reporting of metrics and KPIs for the Helpdesk
- Identify opportunities for automation, and assist with the development of automation systems to address those opportunities
- Participation with research, planning, scoping, implementation and ongoing support for projects
- Participation with maintaining inventory of hardware, software and support assets
- Capability to self-motivate, work independently and taking ownership of job responsibilities
- On-point, genuine interpersonal and written communication skills
- Demonstrated Customer Service & Troubleshooting skill-sets
- The ability to balance and prioritize multiple projects and remain calm under pressure
- Experience working with multi-tiered ticket handling/resolution systems
- Provide tier 1 and tier 2 IT support
- Enforces IT standards and educate employees about compliance issues

**Strong background in**:

- Microsoft Active Directory
- Active Directory User Management
- Group Policy Management
- NTFS Permissions
- Office 365 and Azura cloud services
- Office 2010 and above Required
- Windows & Mac

**What will convince us**:

- BCA / MCA / M.Sc. / B. E / B. Tech in Computer Science with at least 8 years of experience in IT Helpdesk Support with team leading experience
- ITIL v4 Foundation Certification and Microsoft Certification is an advantage.
- Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wireless
- Demonstrated understanding of switches, routers, and other network hardware along with server virtualization technologies
- Understanding of Ticketing systems
- Understanding protocols and services including IPv4, IPv6, TCP/IP, DNS and DHCP
- Understanding of security practices including physical, internet, and wireless security
- Strong understanding of user authentication, permissions, and encryption

We look for employees who would like to grow with us and move the innovative life sciences sector forward. In the process, we focus on agile project work, mutual support within teams and working as equals. Sartorius thrives as a company with people who give their very best every day and who are eager to develop personally and professionally.

Further insights into our world of work can be found here.

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