IT Support Associate

With limited supervision, provides system operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users with opportunities for coaching and developing less experienced IT Support Associates. Must work collaboratively with others.

Performs IT production support for assigned area(s) according to documented processes.

Creates and maintains process documentation and standards.

Troubleshoots assigned issues per department standards to resolution.

Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Has reporting responsibility within the system.

Trains less experienced associates on IT support processes and tools.

Assists with additional IT responsibilities as assigned.

Encourages root cause analysis using the formal problem solving approach for recurring issues.

**Qualifications**

**Skills**

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Ensures accountability - Holding self and others accountable to meet commitments.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

**Education, Licenses, Certifications**

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

Associate Degree, relevant industry training, certification or equivalent experience preferred.

This position may require licensing for compliance with export controls or sanctions regulations.

**Experience**

Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience
- Desktop & Application Support experience
- Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
- Coordination & support Introduction of new desktop apps for Engineering, Quality, Service and other Accelera IT functions.
- Coordinate with Vendor to capture requirements of type of licenses, infrastructure & desktop installation
- Coordinate with IT for Infrastructure & License setup,Software certification on CGDs
- Support existing Accelera Answers queue and coordinate for setup new queues as needed
- Coordinate among users/CBS/Vendors to actively resolve the Answer tickets,resolving incidences at an L1 or L2 Level
- Perform Other IT operations (for example: making sure LeanIX is up to date for various apps).

**Job** SYSTEMS/INFORMATION TECHNOLOGY

**Primary Location** India-Maharashtra-Pune-India, Pune, IOC Tower A

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Office